Technical Support Associate

Technical Support Associate Reports to: Sr. Engineering Manager FLSA Status: Exempt About Us: We have been recognized as one of Built In Chicago’s Best Startups to Work for in 2026! Aeropay is a financial technology company modernizing money movement with pay by bank solutions. Headquartered in Chicago and backed by leading investors, Aeropay enables businesses to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails. Powering online checkouts, in-store transactions and embedded payments, Aeropay’s flexible APIs and integrations are built on a secure and scalable infrastructure with compliance at the core. In industries where risk mitigation and user experience matter most, our platform gives our partners a faster, safer and more intuitive way to pay. Aeropay is redefining what it means to pay—and get paid—by bank. Position Overview: Aeropay is seeking a highly curious and customer-minded Technical Support Associate to join our Engineering team. In this role, you will own the technical triage of incoming merchant tickets, tracing the lifecycle of financial transactions to diagnose payments disruptions and related issues. You'll be a vital link between our frontline client teams and core engineers, with a passion for solving puzzles and a drive to turn recurring issues into permanent platform improvements. Key Responsibilities: Technical Issue Resolution: Own the #ap-tech-support intake queue, digging into complex APIs, webhook configurations and transaction lifecycles to diagnose why a payment or transaction failed Use SQL, Datadog/Kibana logs and internal admin tools to trace disruptions, identify bugs and verify account setups Internal Collaboration: Package verified software bugs with clear reproduction steps and data logs before escalating them to Tier 3 engineering Categorize incoming tickets and partner with our Product function to prioritize high-impact support issues in the engineering sprint roadmap Knowledge Management: Create and maintain self-service troubleshooting documentation to empower our Customer Success (Tier 1) and Solutions Engineering teams On-call Support: Monitor high-priority P1 queues and participate in the weekend/after-hours on-call rotation for critical platform outages Qualifications: 1–3 years of experience in a technical support, integration or developer support role, preferably within the fintech or payments industries Solid, hands-on experience with SQL for querying databases to investigate and trace issues Comfortable reading code (Python, Java or JavaScript) to trace system behavior, even without writing production code Experience troubleshooting REST APIs, webhook delivery failures and client-side integration issues Proficiency with observability tools (Kibana, Datadog, Splunk) and support/ticketing platforms (Jira, Linear, ClickUp, Zendesk) Excellent problem-solving skills and the ability to think critically under pressure Exceptional written and verbal communication skills, with the ability to position complex technical issues to non-technical audiences A strong understanding of payments and financial transactions is highly preferred Ability to thrive in a fast-paced environment with minimal guidance No specific degree required — we care more about curiosity, problem-solving ability and hands-on experience than formal credentials Working Location, Compensation & Benefits: This role is expected to be in office at Aeropay’s Chicago HQ a minimum of three days per week prior to 4/6/26 and Monday through Thursday following 4/6/26 Benefits Offered: Comprehensive Medical, Dental & Vision Coverage Maternity/Paternity Leave 401(k) Employer Match Flexible PTO NOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization. Aeropay is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation and the overall success of our business. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, parental status, genetic history, political affiliation or any other status protected by the laws or regulations in the locations in which we operate. Compensation The base pay range for this role is $85,000 – $100,000 per year.