Technical Support Analyst

Join a fast-growing technology environment where you’ll play a key role in supporting innovative payment and financial solutions used by businesses around the world. As a Technical Support Analyst, you will work at the intersection of customer success, engineering, and product development, helping partners resolve complex technical issues and optimize platform integrations. You’ll investigate API-related challenges, analyze system behavior, and contribute to continuous product improvements through actionable technical insights. This role offers the opportunity to work with modern technologies in a collaborative, high-impact environment where ownership, problem-solving, and clear communication are highly valued. If you enjoy troubleshooting complex systems and making a tangible difference for customers, this position offers an exciting opportunity to grow your technical expertise. Accountabilities

• Investigate, troubleshoot, and resolve advanced technical issues affecting platform functionality, APIs, and partner integrations.
• Support customers and business partners by diagnosing complex integration challenges and providing clear technical guidance to achieve successful resolutions.
• Manage support incidents from initial triage through resolution while meeting service level agreements (SLAs), customer satisfaction goals, and quality standards.
• Collaborate closely with engineering, product, and other internal teams to escalate complex issues and drive timely resolutions.
• Analyze application logs, system data, and SQL queries to identify root causes and recommend corrective actions.
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles to improve internal efficiency and customer self-service.
• Share recurring customer feedback and technical insights with Product and Engineering teams to support continuous platform improvements.
• Assist with testing, monitoring, new feature rollouts, and integration launches to ensure a smooth customer experience.

• At least 3 years of experience in a technical support, customer support, or partner-facing role, ideally within fintech, payments, SaaS, or another API-driven technology environment.
• Hands-on experience supporting API-based products, including troubleshooting integrations and interpreting technical documentation.
• Strong analytical and problem-solving skills with the ability to investigate complex technical issues and identify root causes.
• Experience reading application logs and writing SQL queries for troubleshooting and data analysis.
• Solid understanding of technical support processes, incident management, and case management best practices.
• Excellent written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Strong organizational skills with the ability to prioritize multiple cases and perform effectively in a fast-paced environment.
• Collaborative mindset with a proactive approach to continuous learning and cross-functional teamwork.
• Interest or experience in fintech, payments, financial infrastructure, or related industries is highly desirable.
• Experience with scripting or lightweight automation tools is considered an advantage.

• Competitive compensation package.
• Performance-based bonus opportunities.
• Equity participation program.
• Hybrid and flexible working environment with home office support.
• Unlimited paid time off with a minimum vacation policy to encourage work-life balance.
• Monthly wellness allowance for eligible health and fitness expenses.
• Comprehensive healthcare benefits, including medical, dental, vision, and life insurance (where applicable).
• Retirement savings support with employer contributions (where applicable).
• Regular team gatherings, company offsites, and international networking opportunities.
• Opportunity to work in a collaborative, high-growth environment with significant career development potential.