Sr Technical Application Support Analyst

Experteer Overview In this role you will act as a Level 2/3 escalation expert for complex technical issues in the Help24 team, driving fast, effective incident resolution for premium clients. You'll bridge Product, Engineering, and frontline support to deliver a seamless, enterprise-grade payments support experience. Expect to diagnose across the stack, coordinate triage, and contribute to long-term remediation through RCA and knowledge base improvements. This position offers scope to influence global payment operations and client success in a collaborative, hybrid environment. Compensation / Benefits * Serve as L2/L3 escalation point for complex issues, owning incidents through resolution * Lead triage and troubleshooting for critical incidents, coordinate internal resources, and communicate with impacted clients * Perform advanced diagnostics using logs, SQL queries, test environments to identify root cause * Troubleshoot APIs (REST/SOAP), file-based processing and money movement for ACH, debit, credit cards * Contribute to RCA documentation and work with Engineering/Product on permanent fixes * Identify recurring issues, champion permanent problem resolutions via problem management * Build and maintain knowledge base with runbooks and troubleshooting guides * Interface with clients and internal teams to support incidents and remediation plans * Test and review documentation, escalate gaps as needed * Track work in case systems (e.g., Jira) with accurate, timely updates * Participate in audit activities related to Incident and Problem Management * Comply with Corporate Policies and IT security standards * Collaborate with Engineering/Development to clarify and resolve processing issues * Validate fixes before deployment for H24 readiness * Align business objectives with cross-functional collaboration * Share knowledge across Help24 teams globally and contribute to training materials * Enable scalable support through proactive escalation management and mentorship Tasks * 5+ years in technical support, product operations, or a senior analyst role in financial services * Strong knowledge of client processing systems, data flows, and support tools * Experience supporting clients in high-touch service environments * Proven ability to collaborate across Product, Engineering, Customer Success, and global teams * Proficiency with SQL and internal research tools * Excellent written and verbal communication, including executive-level interactions * Degree in computer science or related field, or equivalent experience * Experience in payments/fintech or EBPP preferred; knowledge of ACH, debit/credit card processing or money movement is a plus * Hands-on API debugging/troubleshooting (REST/SOAP, JSON/XML) and SFTP/file batch processing * Ability to review logs and use observability tools to diagnose issues * Familiarity with ITIL concepts; ITIL certification a plus * Ability to lead triage under pressure and coordinate multi-stakeholder investigations * Self-directed, resourceful, and proactive with limited information * Strong stakeholder engagement with senior clients and ACI teams * Knowledge of CRM/case systems (Jira, Salesforce, ServiceNow) * Highly organized in a remote, distributed environment * Ability to manage multiple priorities in a fast-paced setting * Willingness to support triage and crisis situations as needed * Preferred: Bachelor's degree, bilingual English+Spanish, familiarity with Zendesk/Jira, Microsoft Teams, log analysis tools, SaaS/Fintech background * Authorized to work in the United States; no visa sponsorship offered now or in the future Key requirements * hybrid work environment * career growth opportunities * competitive compensation and benefits package

Tasks * 5+ years in technical support, product operations, or a senior analyst role in financial services * Strong knowledge of client processing systems, data flows, and support tools * Experience supporting clients in high-touch service environments * Proven ability to collaborate across Product, Engineering, Customer Success, and global teams * Proficiency with SQL and internal research tools * Excellent written and verbal communication, including executive-level interactions * Degree in computer science or related field, or equivalent experience * Experience in payments/fintech or EBPP preferred; knowledge of ACH, debit/credit card processing or money movement is a plus * Hands-on API debugging/troubleshooting (REST/SOAP, JSON/XML) and SFTP/file batch processing * Ability to review logs and use observability tools to diagnose issues * Familiarity with ITIL concepts; ITIL certification a plus * Ability to lead triage under pressure and coordinate multi-stakeholder aa environments * Self-directed, resourceful, and proactive with limited information * Strong stakeholder engagement with senior clients and ACI teams * Knowledge of CRM/case systems (Jira, Salesforce, ServiceNow) * Highly organized in a remote, distributed environment * Ability to manage multiple priorities in a fast-paced setting * Willingness to support triage and crisis situations as needed * Preferred: Bachelor's degree, bilingual English+Spanish, familiarity with Zendesk/Jira, Microsoft Teams, log analysis tools, SaaS/Fintech background * Authorized to work in the United States; no visa sponsorship offered now or in the future Key requirements * hybrid work environment * career growth opportunities * competitive compensation and benefits package