Integration & Tech Support Lead

About the role

The Integration & Tech Support Lead owns the technical relationship with merchants from onboarding through live operations. You act as a hands‑on integration engineer, tier‑2 support specialist, and the steward of developer documentation and SDKs, turning signed merchants into transacting ones while keeping engineering focused on building.

Key responsibilities

• Lead technical merchant onboarding: provision API keys, guide sandbox transactions, coordinate plugin/SDK installation, and run go‑live checklists.
• Serve as the primary L2 escalation point: investigate production issues, distinguish integration errors from platform bugs, and ensure high‑quality tickets for engineering.
• Own merchant‑facing developer documentation, public changelog, and SDK/plugin maintenance, delivering clear integration guides and sample code.
• Collaborate cross‑functionally with product, engineering, quality, and operations teams to surface merchant pain points, drive roadmap improvements, and ensure release readiness.

Required profile

• Minimum 5 + years in technical support engineering, integration engineering, developer relations, or a comparable customer‑facing technical role.
• Fintech/payments domain experience with solid understanding of transaction lifecycles, chargebacks, and settlement processes.

Required skills

• REST API troubleshooting (OpenAPI/Swagger, Postman, curl, HTTP status codes, HMAC, bearer tokens).
• Webhook debugging (signature verification, idempotency, retry semantics).
• Log analysis using ELK, Loki, CloudWatch, Datadog or similar.
• Read‑only SQL queries against relational databases.
• Documentation authoring with docs‑as‑code tools (Docusaurus, Mintlify, ReadMe.com, GitBook).
• GitLab merge‑request workflow, Issues/Boards, and CI/CD pipeline familiarity.
• E‑commerce platform plugin experience (Shopify, WooCommerce, Magento or equivalent).
• Ticketing system management with SLA adherence.