Lead API Integration Support Specialist

Lead, API Integration Support--Remote -- India · 6–10 Years Experience · Full-Time

ABOUT THE ROLE

We are looking for an experienced, customer-focused lead to own our API integration support function.You will be the most senior technical point of contact for merchants integrating with our payment gateway —helping them implement payment flows on web and mobile apps, debug API issues, and get reliable support throughout their journey. Alongside this, you will lead and mentor a growing support team, set quality standards, and own the escalation path before issues reach engineering.

KEY RESPONSIBILITIES

Lead, mentor, and up skill the integration support team — set standards for response quality, depth, and speed.

Serve as the final escalation point before engineering; own complex merchant issues end to end.

Provide real-time technical support to merchants via Slack — diagnosing API integration issues and

delivering clear, actionable resolutions.

Help merchants implement our payment gateway on their web and mobile apps — including setup of

Google Pay, Apple Pay, cards, ACH, push-to-card, and other payment methods.

Work directly with merchant development teams (JavaScript, React Native, etc.) to understand bugs and provide fixes.

Review API calls, logs, and webhook configurations to identify root causes and recommend

optimizations.

Document recurring issues, resolutions, and integration patterns — maintain runbooks, FAQs, and guides on Confluence.

Track SLA adherence and drive continuous improvement in resolution quality and speed.

Collaborate with product and engineering to surface integration pain points and contribute to roadmap feedback.

REQUIRED QUALIFICATIONS

6–10 years of experience in API integration support, technical support, or a related field.

Proven track record in a senior or lead technical role — with experience mentoring peers and driving

team capability.

Strong understanding of RESTful APIs, webhooks, and authentication methods (JWT, OAuth, API keys).

Comfortable working with JavaScript and mobile frameworks such as React Native — able to read

merchant code and identify integration errors.

Significant experience in fintech or payment processing environments.

Excellent written communication — experience running customer-facing support in chat or messaging

environments (Slack preferred).

Strong analytical and problem-solving approach: diagnose thoroughly before responding.

TOOLS & TECHNOLOGIES

Slack · Postman · Confluence · Jira · REST APIs · Webhooks · JWT / OAuth / API Keys ·

JavaScript · React Native · HAR File Analysis · Pylon · Git (basic familiarity)

PREFERRED SKILLS

Experience with payment gateways such as Stripe, Razorpay, or PayPal.

Knowledge of digital wallets — Google Pay, Apple Pay, Venmo — and their integration requirements.

Familiarity with payment methods: ACH, push-to-card, SEPA, PIX, USDC, and 3DS card flows.

Understanding of chargeback protection and fraud prevention strategies.

Exposure to cryptocurrency fundamentals — Bitcoin, Ethereum, stablecoins.

Experience creating or maintaining integration guides, API documentation, or video walkthroughs.