Technical Support Analyst
About the Role
You will troubleshoot complex customer and partner issues across systems, APIs, and integrations. You will analyze logs, dashboards, and transaction data to identify root causes, escalate incidents to Engineering or Product when needed, and create documentation and troubleshooting guides. You will support testing of new features and ensure tickets meet SLAs.
Requirements
- 3+ years of experience in technical support or product operations, ideally in fintech, SaaS, or payments
- Strong analytical and problem-solving skills with a detail-oriented approach
- Familiarity with APIs, data analysis, and debugging workflows
- Experience using tools such as Zendesk, Jira, Notion, or SQL-based systems
- Clear communication skills with the ability to translate technical information for non-technical users
- Ability to prioritize effectively and manage multiple complex cases at once
- A collaborative mindset and a passion for continuous learning
Responsibilities
- Investigate and resolve advanced customer and partner issues related to systems, APIs, and integrations
- Analyze logs, dashboards, and transaction data to identify root causes and escalate issues when needed
- Collaborate with Product, Engineering, and Compliance to resolve technical incidents
- Maintain accurate documentation and create troubleshooting guides for recurring issues
- Track trends and suggest improvements to prevent future issues
- Support new feature testing, integrations, and platform updates
- Ensure all tickets and incidents meet internal SLAs and quality standards
Benefits
- Unlimited time off (minimum 10 days required)
- Flexible working and remote work support
- Home office stipend for new hires
- Health, dental, and vision plans for US employees
- 100% company subsidized life insurance
- 401(k) with 4% company match
- Equity option plan
- Company test cards for product testing
- Health and wellness spending allowance
- Team summits and domestic and international off-sites