Technical Support Executive

Act as the first point of contact for clients needing integration and technical assistance across new and existing payment solutions. Facilitate seamless API-based onboarding, configuration, and support by coordinating across internal teams and external clients. Drive faster integrations, quicker technical resolutions, and standardized UAT and go-live setups to ensure outstanding client experiences and successful deployment of banking and payment products.

• Support new and existing client integrations across APIs, payment interfaces, and technical touchpoints.
• Lead API walkthroughs and solution guidance sessions for both clients and internal stakeholders to ensure implementation readiness.
• Manage and configure UAT and production environments for successful testing and go-live.
• Investigate, troubleshoot, and debug integration issues, maintaining ownership and escalating where necessary until resolution.
• Prepare and maintain Functional Specification Documents (FSDs) and technical documentation for new payment products, integration changes, and implementation requirements.
• Enforce API integration processes, validating requirements, mapping solutions, and ensuring deployment readiness through defined checkpoints.
• Document and explain end-to-end payment flows and API journeys to provide clarity for business and technical teams.
• Coordinate cross-functional teams to drive faster integration delivery and improve technical issue turnaround times.
• Standardize UAT, production configuration, and go-live practices to enhance consistency and client satisfaction.
• Ensure smooth integration support for CMA and FMA account setups and other banking/payment products.
• Maintain detailed issue logs, client communications, implementation trackers, and knowledge base for continuous improvement.
• Collaborate closely with Product, Technology, QA, Operations, and Client Success teams on release readiness, defect resolution, and service reliability.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field required.
• Certifications in IT support, networking, APIs, or payments are an advantage.
• Training in business analysis, software testing, or technical documentation is a plus.
• 3–5 years in technical support, implementation, API integration support, or similar client-facing technical role.
• Hands-on background with APIs, webhooks, UAT coordination, issue debugging, and production support required.
• Preferred:
  Experience in banking, fintech, payments, digital assets, or platform-based technology environments.
• Preferred:
  Experience creating FSDs, documenting payment flows, and managing client onboarding/go-live activities.
• Proficiency with API integrations and the API lifecycle.
• Deep understanding of payment flows, API journeys, and related UAT/production configuration.
• Strong troubleshooting and debugging skills for technical/integration issues.
• Excellent preparation of technical/functional documentation and adherence to defined processes.
• Client-centric communication and solution guidance capability.
• Knowledge of banking/payments products and associated technical standards.
• Strong teamwork, flexibility, and a customer-focused approach.