Technical Support Specialist

About Veem

Veem is revolutionizing how global payments are made by offering a transparent, efficient, and scalable platform for cross-border transactions. Our services integrate global payments, foreign exchange optimization, and embedded financial tools to enable businesses of all sizes to expand internationally with confidence and ease.

Why Work With Us

• Make a significant impact by helping businesses move billions globally with increased efficiency.
• Join a fast-growing fintech company in the embedded finance sector.
• Experience ownership of your projects with measurable outcomes.
• Engage in collaborative work across Product, Sales, and Operations teams.
• Innovate within the future landscape of B2B payments.

Role Overview

We are looking for a customer-oriented Technical Support Specialist to deliver frontline assistance and guide our customers and partners through technical onboarding and API integration processes. This intermediate-level role is an individual contributor position that involves a combination of customer support, technical troubleshooting, coordination of implementations, training, documentation, and cross-team collaboration.

Primary Responsibilities

• Offer scheduled support through phone, email, and live chat communication channels.
• Address inquiries related to accounts, platform features, payment processes, banking details, verifications, transactions, and technical integrations.
• Take full ownership of customer cases through investigation, documentation, follow-ups, and escalation where necessary.
• Deliver clear and empathetic support accessible to customers with varying technical backgrounds.
• Manage multiple simultaneous customer interactions, support tickets, and implementation tasks.
• Meet or exceed service levels for quality, productivity, customer satisfaction, and response times.
• Keep customers regularly updated about progress, dependencies, next steps, and expected resolution dates.
• Provide additional support during times of higher customer demand.
• Guide API configuration, authentication, webhooks, and integration best practices.
• Translate business and payment needs into actionable technical workflows and detailed implementation plans.
• Facilitate API setup, testing, and validation in sandbox and production environments using tools like Postman and OpenAPI documentation.
• Analyze API requests, authentication problems, connectivity faults, data inconsistencies, and webhook failures. Review logs, payloads, and response codes to diagnose root causes.
• Support throughout development, deployment, launch, and post-launch stabilization phases.
• Document detailed reproduction steps and provide comprehensive information for escalating complex technical issues.
• Maintain implementation records and technical documentation intended for customers.
• Suggest enhancements for API reliability, integration workflows, developer experience, and documentation.
• Lead or coordinate onboarding and integration efforts with customers and partners, managing multiple projects and priorities.
• Define requirements, milestones, dependencies, responsible parties, and next steps for implementations.
• Collaborate across Operations, Compliance, Product, Engineering, Sales, and with external partners to ensure smooth project delivery.
• Identify risks and proactively communicate any delays or issues.
• Deliver training and provide technical guidance to customers, partners, and internal teams.
• Utilize AI tools to enhance support services, streamline troubleshooting, automate workflows, and maintain knowledge bases.
• Create, test, and refine AI-generated support prompts and responses, ensuring accuracy and quality.
• Continuously improve workflows, training content, support documentation, and product functionalities based on recurring customer feedback and issues.

Qualifications

• 2-3 years experience in technical support, API implementation, SaaS support, or similar technical client-facing roles.
• Proven ability to deliver customer support via phone, email, and live chat platforms.
• Practical experience with REST APIs, JSON, authentication procedures, webhooks, and API testing tools such as Postman and OpenAPI.
• Competent in troubleshooting and identifying issues using logs, error messages, and integration testing.
• Experience managing multiple customer cases and project priorities using ticketing or CRM systems.
• Strong verbal and written communication combined with excellent analytical, problem-solving, organizational, and project management skills.
• Capability to explain complex technical concepts clearly to non-technical stakeholders.
• Customer-centric mindset with strong ownership, empathy, detail orientation, and sound judgment.
• Knowledge or experience using AI tools for research, documentation, troubleshooting, or workflow automation.

Preferred Background

• Background in fintech, payments, banking, financial services, accounting software, or regulated industries.
• Experience with B2B SaaS platforms and API ecosystems.
• Familiarity with payment APIs, transaction workflows, reconciliation, international payments, and KYC compliance.
• Working knowledge of OAuth, API monitoring, SQL, scripting, middleware, automation platforms, or browser developer tools.
• Experience partnering with Product and Engineering teams.
• Documenting technical problems, product requests, and integration best practices.
• Relevant education in technology, business, finance, project management, or equivalent professional experience.

Additional Details

• Title: Technical Support Specialist
• Level: Intermediate individual contributor
• Reports to: Customer Support Manager
• People management: None initially
• Primary locations: Ottawa or Toronto, Canada
• Remote work: Fully remote within Canada, preferably in the EST time zone; offshore candidates may be considered