Job Title: Customer Experience Specialist – Technical Support
Location: Lagos
About the Role
- The Technical Support team plays a vital role in ensuring that developers and businesses integrating Paystack’s APIs, plugins, and merchant tools receive world-class support, enabling them to build reliable and scalable payment solutions.
- As a Technical Support Specialist, you will be responsible for leading and developing the Technical Support team to provide exceptional assistance to developers and businesses integrating Paystack’s payment infrastructure.
- You will act as the primary escalation point for complex technical issues while proactively implementing processes, defining key support metrics, and driving improvements to the overall support function.
- Your role will involve collaborating cross-functionally with Engineering, Product, Developer Relations, and other Customer Experience teams to resolve integration challenges, optimize workflows, and contribute to the continuous enhancement of Paystack’s developer experience.
- You will also play a crucial role in shaping documentation, providing structured feedback on API usability, and implementing automation and tooling to improve efficiency.
What is the Scope of Your Responsibilities?
- As a Technical Support Specialist, you will play a key leadership role in ensuring a seamless support experience for Paystack’s merchants and developers.
Your responsibilities will include:
- Leading and developing the Technical Support team – Provide mentorship, training, and performance management for Technical Support Agents, ensuring they are equipped to handle complex issues effectively.
- Providing world-class technical support – Troubleshoot API errors, webhook issues, and issues with plugins and merchant tools.
- Investigating and escalating technical issues – Identify patterns in reported issues, escalate critical problems to Engineering, and contribute to root-cause analyses to drive long-term improvements.
- Creating and maintaining knowledge resources – Work closely with the Developer Relations to update and improve API documentation, troubleshooting guides, and integration tutorials.
- Collaborating with Engineering and Product teams – Advocate for developer needs by providing structured feedback on API usability, feature requests, and documentation gaps.
- Driving continuous improvement initiatives – Proactively identify opportunities to improve support operations, implement automation, and enhance team efficiency.
- Defining and optimizing support processes – Implement best practices, automation, and structured workflows to enhance response times, resolution efficiency, and self-service capabilities.
- Setting and monitoring key support metrics – Establish SLAs, track key performance indicators (KPIs), and use data-driven insights to improve support operations.
- Acting as a trusted technical advisor – Guide merchants and developers on best practices for integrating Paystack’s payment APIs, SDKs, plugins, and merchant tools.
Requirements
You’ll Thrive as a Technical Support Specialist if You:
- Have 3+ years of experience in a technical support, developer support, or API support role at a fintech, SaaS, or API-first company.
- Have experience leading a team of support professionals, with a focus on mentoring, performance management, and driving operational excellence.
- Have experience working cross-functionally with engineering, product, and customer success teams to resolve complex technical issues.
- Are an excellent communicator, capable of breaking down complex technical concepts into clear, developer-friendly explanations.
- Have exceptional troubleshooting skills, with a structured approach to problem-solving and debugging API integrations.
- Have experience defining support processes, metrics, and automation strategies to improve efficiency and service quality.
- Possess a strong understanding of APIs, webhooks, authentication (OAuth, API keys), and developer tooling.
- Are comfortable reading and debugging code in at least one language (e.g., JavaScript, Python, PHP, or Ruby).
- Have hands-on experience troubleshooting plugins and commerce tools, especially those integrated with platforms like Shopify, WooCommerce, and Magento.
Nice to Have:
- Familiarity with customer support platforms (e.g., Zendesk, Front, Intercom) and monitoring tools (e.g., Datadog, Sentry, Postman).
- Understanding of payments infrastructure, PCI compliance, and fintech ecosystems.
- Experience building integrations to third party platforms like Shopify, Xero, or other e-commerce platforms.
- Prior experience in developer relations, API documentation, or writing technical tutorials.
- Experience with SQL and querying logs to debug technical issues.
Interested and Qualified Candidates Should Apply Here
