Technical Support Analyst
About the Role
You will troubleshoot complex issues across Rain’s systems, APIs, and integrations, investigate logs and transaction data to find root causes, and escalate incidents when necessary. You will collaborate with Product, Engineering, and Compliance to resolve technical incidents, create and maintain troubleshooting guides, support feature testing, 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
- Familiarity with APIs data analysis and debugging workflows
- Experience with Zendesk Jira Notion or SQL-based systems
- Clear communication skills for translating technical information for non-technical users
- Ability to prioritize effectively and manage multiple complex cases
- Collaborative mindset and 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
- Flexible fully remote work