Technical Support Specialist
Role: Technical Support Representative
Location: Fully Remote (Canada, EST time zone)
Compensation: Salary + Bonus + Health Benefits
About Veem
Veem is transforming global money movement. Traditional cross-border payments are slow, expensive, and opaque—we’ve built a platform that makes them seamless, transparent, and scalable.
Our solution combines global payments, FX optimization, and embedded financial tools to help businesses—from SMBs to large platforms—operate and grow internationally with confidence.
We take a partner-first approach, working closely with customers to unlock revenue opportunities and drive real business impact.
Why Join Veem
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Impact: Help businesses move billions globally, more efficiently
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Growth: Be part of a fast-scaling fintech and embedded finance space
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Ownership: Contribute meaningfully and see results quickly
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Collaboration: Work cross-functionally across Product, Sales, and Ops
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Innovation: Shape the future of B2B payments
Veem is seeking a customer-focused Technical Support Specialist to provide frontline customer support and guide customers and partners through technical onboarding and API integrations.
This intermediate-level individual contributor role combines customer support, technical troubleshooting, implementation coordination, training, documentation, and cross-functional collaboration. The successful candidate will support customers through phone, email, and live chat while also helping new customers and partners configure, test, launch, and stabilize their integrations.
The Technical Support Specialist will assist with platform, account, payment, and integration-related questions, take ownership of cases through resolution, and translate technical requirements into clear and practical guidance for both technical and non-technical stakeholders.
This role reports to the Customer Support Manager. It does not initially include direct people-management responsibilities but will involve coordinating internal teams and leading customer and partner implementation activities.
Key Responsibilities
Customer Support
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Provide scheduled customer support through phone, email, and live chat.
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Respond to questions related to accounts, platform functionality, payments, banking information, verification, transactions, and technical integrations.
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Own customer cases from initial contact through resolution, including investigation, documentation, follow-up, and escalation.
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Provide clear, accurate, and empathetic support to customers with varying levels of technical knowledge.
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Manage multiple customer conversations, support tickets, implementation tasks, and follow-up activities.
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Meet established service-level, productivity, quality, and customer-satisfaction expectations.
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Keep customers informed of progress, dependencies, next steps, and anticipated resolution timelines.
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Provide additional support coverage during periods of increased customer volume.
Technical Support and API Integration
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Guide customers and partners through API configuration, authentication methods, webhooks, and integration best practices.
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Translate business and payment requirements into practical technical workflows and implementation plans.
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Support API setup, testing, and validation in sandbox and production environments.
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Use tools such as Postman and OpenAPI documentation to test and troubleshoot integrations.
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Investigate API requests, authentication issues, connectivity problems, data errors, and webhook failures.
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Review logs, payloads, response codes, and test results to identify root causes.
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Support customers throughout development, deployment, launch, and post-launch stabilization.
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Escalate complex technical issues with complete reproduction steps, logs, payloads, test results, and supporting documentation.
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Maintain accurate implementation records and customer-facing technical documentation.
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Recommend improvements to API