Technical Support Specialist

About the role

We are looking for a Technical Support Specialist to join Altery’s Customer Operations team. You will be the primary technical contact for customers integrating with our API, guiding them from sandbox testing through go‑live and handling any issues that arise.

Key responsibilities

• Own the technical onboarding of customers, validating sandbox scenarios and monitoring live integrations.
• Guide developers through API documentation, authentication, request/response structures, webhooks and error handling.
• Investigate and resolve incidents using databases, logs and monitoring tools, escalating complex cases to Engineering.
• Lead initial incident analysis, assess impact, communicate status and coordinate fixes with Engineering, Product and third‑party providers.
• Improve API documentation, integration guides and knowledge‑base articles based on customer feedback.

Required profile

• Experience in a technical support role such as Technical Support Specialist, Application Support Analyst or IT Support Engineer.
• Strong understanding of REST APIs, HTTP methods, status codes, JSON and common authentication (API keys, OAuth 2.0, HMAC).
• Hands‑on experience with API testing tools like Postman and reading OpenAPI/Swagger specifications.
• Working knowledge of SQL and relational databases, plus familiarity with logs and monitoring tools.
• Ability to communicate technical concepts clearly to both developers and non‑technical colleagues.

Required skills

• REST APIs, HTTP, JSON, API keys, OAuth 2.0, HMAC signatures
• Postman (or similar API testing tool), OpenAPI/Swagger
• SQL, MySQL, MongoDB
• GitLab, Graylog, Grafana, Sentry, Metabase, Retool, Mixpanel, Microsoft Clarity, Jira
• Python, JavaScript

What we offer

• Competitive compensation that rewards your contribution.
• Flexible working hours with core collaboration time 9 am‑2 pm UK time.
• Wellbeing support, including additional sick leave when needed.
• Opportunities to grow your career by taking ownership and expanding your skills.