World class technology-driven payments company seeks a Product Support and Implementation Specialist to join their fast growing team. In this role you will play a key role in delivering top-tier customer-facing support for the company's API and SDK products. This position involves working directly with customers to assist with integrations, troubleshooting, and providing in-depth technical support. The ideal candidate will have a strong background in Level 2 or higher customer support and experience in implementing and integrating technical solutions.

About the Role:

• Customer Support: Provide expert-level support for the company's API and SDK, and other technical support for their products (POS systems, payment gateways, etc), assisting customers in troubleshooting and resolving technical issues.
• Implementation Assistance: Work closely with customers during the integration process, offering guidance and support to ensure successful implementation of the company's products.
• Technical Documentation: Assist in the maintenance and improvement of technical documentation, including contributing to ReadMe.io or similar API documentation platforms.
• API/SDK Expertise: Develop a deep understanding of the company's API and SDK offerings to effectively support customers and guide them through complex technical processes.
• Collaborative Problem-Solving: Work closely with the product management team to relay customer feedback, report bugs, and contribute to the continuous improvement of the company's products.
• Tool Utilization: Utilize tools like Postman or similar API troubleshooting tools to replicate customer issues, test solutions, and ensure API functionality.
• Customer Communication: Maintain clear, professional, and timely communication with customers, ensuring their issues are addressed and resolved efficiently.
• Training and Onboarding: Assist in the creation and delivery of training materials and sessions for new customers to help them get started with the company's products.

Qualifications:

• Experience: 3+ years in Level 2 or higher technical support, specifically supporting APIs and SDKs.
• Technical Skills: Strong working knowledge of API technologies, including RESTful APIs and SDKs. Familiarity with tools like Postman or similar for testing and troubleshooting.
• Customer-Facing Experience: Proven experience working directly with customers on technical projects, particularly involving implementations and integrations.
• Documentation: Experience with API documentation systems like ReadMe.io, or similar platforms.
• Problem-Solving: Excellent analytical and problem-solving skills, with the ability to think creatively to resolve complex issues.
• Communication: Exceptional written and verbal communication skills, with the ability to convey technical information clearly and concisely.
• Team Collaboration: Ability to work effectively within a team, especially in a cross-functional environment involving product management and development teams.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field is preferred, or equivalent work experience.

Preferred Qualifications:

• Industry Knowledge: Familiarity with the payments industry or financial technology.
• Programming Skills: Basic knowledge of programming languages such as JavaScript, Python, or similar to assist with API integration and troubleshooting.
• Project Management: Experience in project management or coordination, particularly in technical or software deployment projects.
• Support Content Creation: Experience creating support knowledge base (KB) articles to aid customer self-service.
• AI Training Experience: Experience training AI support tools, such as ChatGPT, to enhance automated customer support and responses.

Pay range and compensation package:

• 100% of the medical coverage covered by the company for the individual and family.
• This role is bonus eligible.
• Fully remote.
• Family friendly environment.

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