Lead API Integration Support Specialist (Mysuru)

Lead, API Integration Support--Remote -- India
· 6–10 Years Experience
· Full-Time

ABOUT THE ROLE

We are looking for an experienced, customer-focused lead to own our API integration support function.You will be the most senior technical point of contact for merchants integrating with our payment gateway —helping them implement payment flows on web and mobile apps, debug API issues, and get reliable support throughout their journey. Alongside this, you will lead and mentor a growing support team, set quality standards, and own the escalation path before issues reach engineering.

KEY RESPONSIBILITIES Lead, mentor, and up skill the integration support team — set standards for response quality, depth, and speed. Serve as the final escalation point before engineering; own complex merchant issues end to end. Provide real-time technical support to merchants via Slack — diagnosing API integration issues and delivering transparent, actionable resolutions. Help merchants implement our payment gateway on their web and mobile apps — including setup of Google Pay, Apple Pay, cards, ACH, push-to-card, and other payment methods. Work directly with merchant development teams (JavaScript, React Native, etc.) to understand bugs and provide fixes. Review API calls, logs, and webhook configurations to identify root causes and recommend optimizations. Document recurring issues, resolutions, and integration patterns — maintain runbooks, FAQs, and guides on Confluence. Track SLA adherence and drive continuous improvement in resolution quality and speed. Collaborate with product and engineering to surface integration pain points and contribute to roadmap feedback.

REQUIRED QUALIFICATIONS

6–10 years of experience in API integration support, technical support, or a related field. Proven track record in a senior or lead technical role — with experience mentoring peers and driving team capability. Strong understanding of RESTful APIs, webhooks, and authentication methods (JWT, OAuth, API keys). Apply on Kit Job: kitjob.in/job/4lk05i