About the job
About Astra
At Astra, we are revolutionizing the landscape of financial technology by developing essential infrastructure that facilitates large-scale money transfers. Our innovative platform handles transactions worth billions annually with an impressive uptime of over 99.9%. We enable real-time payments, bank debits, card disbursements, and intricate financial compliance systems through our robust APIs and automation tools. We empower businesses to manage their financial transactions programmatically while ensuring adherence to strict regulatory standards.
The Role
We are seeking a dedicated Technical Account Manager to serve as the primary technical support resource for our customers. In this role, you will address incoming inquiries, troubleshoot integration challenges, assist with technical client configurations, and deliver clear guidance to both customers and internal teams. You will engage directly in technical environments to identify errors, diagnose issues, and escalate complex problems as needed. This position demands exceptional problem-solving abilities, familiarity with technical systems, and the capability to convert intricate technical concepts into straightforward solutions for our clients.
Schedule & Time Zone
This position requires working hours from 12:00 AM to 9:00 AM Eastern Time (ET), providing overnight support for Astra’s platform and clientele. This schedule is well-suited for candidates in the UK and EU time zones, although North American applicants who can commit to this shift are also encouraged to apply.
What You'll Do
Act as the primary technical contact by responding to customer inquiries, troubleshooting integration issues, and assisting with payment operations.
Collaborate with the Integrations team to facilitate the onboarding of new customers, ensuring their integrations are configured and validated effectively.
Enhance Astra’s knowledge base by creating and refining technical documentation, FAQs, and guides to improve customer self-service capabilities.
Work alongside the Integrations and Engineering teams on new product solutions, providing insights from customer feedback and assisting in testing and validation processes.
Conduct investigations into issues and technical environments, pinpointing root causes and escalating complex problems when necessary.
Serve as a liaison between customers and the integration and engineering teams, translating intricate technical details into clear and actionable communications.
What We're Looking For
Required Experience
1–3 years of relevant experience in technical support or account management.
Proficiency in troubleshooting technical issues and providing effective solutions.
Strong communication skills to articulate technical concepts to non-technical audiences.
