Product Support Specialist

Product Support Specialist – Payments Technologies

Location: Remote
Department: Product / Support
Reports To: Head of Finance

About the Role

We are seeking a Product Support Specialist with hands-on technical knowledge of payment processing technologies to support our customers and partners' use of both proprietary and third-party payments systems. This individual will act as a trusted advisor to our partners, customers, and team to ensure smooth operation, integration, troubleshooting, and resolution across our payments ecosystem.

The ideal candidate has strong communication skills, enjoys troubleshooting and issue resolution, is familiar with Microsoft stack infrastructure, and has direct experience in card and ACH processing, authorization, settlement flows and related systems technologies such as payment terminals and gateways, payment processor and banking systems.

Responsibilities

• Serve as the primary point of contact for product support escalations, working closely with partner,s customers, and internal stakeholders to resolve technical issues.

• Troubleshoot and diagnose issues across payment flows (e.g.,card auth/settlement, ACH auth/settlement, gateways, and terminal integrations).

• Collaborate with Product Management to translate customer feedback into product requirements.

• Work with Engineering and QA to replicate issues, validate fixes, and support release rollouts.

• Assist partners and merchants in integrating APIs, SDKs, and payment acceptance terminals.

• Provide product training and documentation to internal teams and external partners.

• Contribute to ongoing improvements in support processes, knowledge base, and customer success outcomes.

Requirements

• Background in Product Support or Management ideally in the payments or fintech sector.

• Working knowledge of Microsoft stack infrastructure (Windows Server, SQL Server, IIS, Active Directory, Azure fundamentals).

• Strong technical troubleshooting skills with ability to resolve customer-facing issues quickly.

• Hands-on experience with card authorization & settlement, ACH authorization & settlement, payment gateways, payment acceptance terminals, and API-based integrations.

• Excellent written and verbal communication skills; able to translate technical issues into business-friendly explanations.

• Strong customer-facing presence with proven ability to build relationships and manage expectations.

• Bonus: familiarity with PCI compliance, fraud/risk management, and payment industry certifications (e.g., NACHA, PCI DSS).

Preferred Experience

• 5+ years in product management, product support, or technical account management roles.

• 3+ years direct experience in payments technology.

• Prior experience working at a PayFac, ISO, processor, gateway, or merchant software platform.

Why Join Us

• Be part of a fast growing payments technology company redefining the payments experience for software platforms and their customers.

• Work at the intersection of product, technology, and customer success.

• Competitive compensation, benefits, and growth opportunities.