Description
We are seeking a Technical Support Analyst to join our Global Customer Success organization. As the frontline that keeps our global payment operations running smoothly, you will build and maintain real-time monitoring systems, respond to critical incidents, and work with backend teams to diagnose and resolve issues quickly.
Responsibilities:
- Implement and maintain a robust real-time monitoring system to ensure full visibility into critical workflows
- Provide top-notch support to clients, addressing issues, answering queries, and escalating critical incidents when necessary
- Assist backend teams with scripting, bug reproduction, log analysis, and basic API testing
- Create and standardize operational processes for scalability and consistent service quality
- Analyze recurring issues and propose data-driven improvements
- Ensure continuous operational coverage with well-structured shift handovers
- Participate in development activities to build hands-on backend knowledge
- Identify gaps in current tools and workflows and bring solutions to the table
Requirements:
- Fluent English and good communication
- 2+ years of experience in technical support, NOC operations, or a similar role
- Basic knowledge of monitoring tools and alerting systems
- Coding experience , scripting, debugging, or log analysis
- Familiarity with APIs and ability to assist users with integration or connectivity issues
- Strong analytical and problem-solving mindset
- Customer empathy and a service-oriented approach
- Comfort working in fast-paced, high-stakes environments
Additional Requirements:
- Mid or senior level
- Availability to work Saturdays and Sundays and cover extra hours if needed