Technical Support Specialist II

Job Description: Role Overview: You will be joining MX as a Technical Support Specialist II, where you will be responsible for investigating and resolving complex customer issues related to APIs, integrations, connectivity, data quality, and platform functionality. Your role will involve analyzing application behavior, interpreting logs and data, identifying root causes, and collaborating effectively across teams to drive timely resolutions. Key Responsibilities: - Investigate and resolve complex technical support issues through tickets, chats, and collaboration channels. - Troubleshoot advanced issues related to APIs, integrations, connectivity, authentication workflows, data quality, data flows, and platform behavior. - Address technical questions and provide guidance to clients, customers, partners, and internal teams. - Analyze application logs, API responses, system behavior, and operational data to identify root causes and recommend solutions. - Monitor and manage ticket and chat queues to identify recurring issues, emerging trends, and customer-impacting concerns. - Collaborate with fintech partners, financial institutions (FIs), and other external stakeholders to investigate and resolve technical issues. - Take ownership of complex cases from investigation through resolution, ensuring timely follow-up, stakeholder communication, and customer satisfaction. - Communicate effectively with customers, partners, and internal stakeholders regarding issue status, technical findings, resolution progress, and next steps. - Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and support best practices. - Support and mentor junior team members to enhance technical capabilities, troubleshooting effectiveness, and team knowledge. - Contribute to process improvements, workflow optimization, operational efficiency initiatives, and customer experience enhancements. - Work independently on assigned responsibilities, technical investigations, and self-driven projects. - Effectively communicate technical concepts and findings to both technical and non-technical audiences. - Escalate critical issues appropriately and collaborate with Engineering and Product teams to drive issue resolution. Qualifications Required: - 37 years of experience in Technical Support, Application Support, SaaS Support, Technical Operations, or a related technical customer-facing role. - Experience working with REST APIs, JSON, XML, HTTP response codes, application logs, and debugging tools. - Strong experience troubleshooting APIs, OAuth, integrations, authentication workflows, and customer-impacting platform issues. - Experience analyzing application logs, API responses, system behavior, and operational data to diagnose and resolve complex technical issues. - Familiarity with software development concepts. Job Description: Role Overview: You will be joining MX as a Technical Support Specialist II, where you will be responsible for investigating and resolving complex customer issues related to APIs, integrations, connectivity, data quality, and platform functionality. Your role will involve analyzing application behavior, interpreting logs and data, identifying root causes, and collaborating effectively across teams to drive timely resolutions. Key Responsibilities: - Investigate and resolve complex technical support issues through tickets, chats, and collaboration channels. - Troubleshoot advanced issues related to APIs, integrations, connectivity, authentication workflows, data quality, data flows, and platform behavior. - Address technical questions and provide guidance to clients, customers, partners, and internal teams. - Analyze application logs, API responses, system behavior, and operational data to identify root causes and recommend solutions. - Monitor and manage ticket and chat queues to identify recurring issues, emerging trends, and customer-impacting concerns. - Collaborate with fintech partners, financial institutions (FIs), and other external stakeholders to investigate and resolve technical issues. - Take ownership of complex cases from investigation through resolution, ensuring timely follow-up, stakeholder communication, and customer satisfaction. - Communicate effectively with customers, partners, and internal stakeholders regarding issue status, technical findings, resolution progress, and next steps. - Create and maintain technical documentation, troubleshooting guides, knowledge base articles, and support best practices. - Support and mentor junior team members to enhance technical capabilities, troubleshooting effectiveness, and team knowledge. - Contribute to process improvements, workflow optimization, operational efficiency initiatives, and customer experience enhancements. - Work independently on assigned responsibilities, technical investigations, and self-driven projects. - Effectively communicate technical concepts and findings to both technical and non-technical audie