Lead API Integration Support Specialist

Lead API Integration Support Specialist 

Remote · 7–10 Years Experience · 

Company Overview 

We provide API integration services to customers who actively integrate with our payment infrastructure. Our support operations run through a dedicated Slack channel, and we are looking for a senior professional to lead this function end-to-end. 

Position Summary 

We are looking for an experienced lead to own our API integration support function. This person will be the most senior technical point of contact for customers integrating with our platform (https://docs.approvely.com/docs/rapid-api-developer-hub), while also driving the quality and performance of the support operations. The ideal candidate brings deep technical expertise in payment APIs along with the ability to lead, mentor, and set standards. 

Key Responsibilities 

Leadership & Ownership 

Lead the integration support function and set quality standards and best practices 

Mentor and upskill team members on technical depth and customer communication 

Own escalations — serve as the final escalation point before engineering 

Track SLA adherence and drive continuous improvement in response quality and resolution speed Collaborate with product and engineering to surface integration pain points 

Technical Support 

Provide real-time technical assistance to customers via Slack 

Analyze and debug complex API integration issues 

Review customer code and provide optimization recommendations 

Offer clear, actionable guidance on payment flows, webhooks, and authentication 

Customer Communication 

Respond promptly to customer inquiries in the Slack support channel 

Explain complex technical concepts in accessible terms 

Provide step-by-step implementation guidance for onboarding customers 

Escalate issues to engineering when necessary with full context 

Documentation & Knowledge Management 

Own and maintain integration guides, FAQs, and troubleshooting runbooks 

Document recurring issues and their root-cause resolutions 

Contribute to API documentation improvements 

Create video tutorials and walkthroughs as needed 

Required Qualifications 

Technical Skills 

Strong understanding of API integration concepts and best practices 

Experience with RESTful APIs and webhook implementations 

Proficiency in debugging API calls and response handling 

Knowledge of common programming languages (JavaScript, Python, etc.) 

Understanding of authentication methods (API keys, OAuth, JWT, etc.) 

Experience with payment processing APIs and 3DS flows 

Communication Skills 

Excellent written communication skills 

Ability to explain technical concepts clearly to non-technical users 

Experience providing customer support in chat/messaging environments 

Strong problem-solving and analytical thinking 

Experience Requirements 

7–10 years of experience in technical support, API integration, or a related field 

Proven track record in a senior or lead technical role 

Demonstrated ability to mentor peers and drive team capability 

Significant experience in fintech or payment processing 

Familiarity with Slack or similar collaboration platforms 

Preferred Skills 

Experience with payment gateways (Stripe, Razorpay, PayPal, etc.) 

Understanding of cryptocurrency fundamentals (Bitcoin, Ethereum, stablecoins) 

Knowledge of payment methods — USDC, Push-to-Card, ACH, SEPA, PIX, digital wallets (Venmo, Apple Pay, Google Pay), 3DS Cards 

Knowledge of chargeback protection and fraud prevention strategies 

Work Schedule & Coverage 

Rotational shifts to ensure continuous support coverage 

Remote-friendly 

What We Offer 

Competitive salary commensurate with experience 

Flexible working arrangements 

Opportunity to lead and shape a growing technical support function 

Professional development and learning opportunities in payment technology