Technical Support Analyst

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