Technical Support Analyst - APAC

We are hiring a Technical Support Analyst to join our APAC team. As a Technical Support Analyst, you will be the first line of response for merchant issues and platform alerts during APAC hours. Your responsibilities will include triaging tickets, monitoring production health, investigating payment failures, and escalating issues to Engineering.

Responsibilities:

• Own the support queue during APAC hours: respond to merchant tickets within SLA, investigate, and drive them to resolution.
• Monitor production alerts and dashboards and act as the on-call NOC responder for the region.
• Investigate payment issues end-to-end: declines, pending transactions, webhook failures, provider errors, and routing questions.
• Communicate with Mandarin-speaking merchants and payment providers in their language.
• Document everything in English for the global team.
• Escalate confirmed platform bugs to the Product and Engineering teams.
• Advise merchants on provider configuration, testing, and best practices.
• Hand over open incidents cleanly to the next region at the end of your shift.
• Contribute to runbooks, macros, and internal documentation.
• Spot recurring patterns across tickets and alerts and turn them into improvement proposals.

Requirements:

• Fluent Mandarin Chinese (spoken and written).
• Professional working proficiency in English (written and spoken).
• Based in the APAC region with the legal right to work there.
• 2+ years in technical support, NOC, or a similar operations role for a SaaS, fintech, or payments product.
• Comfortable reading logs and API requests and responses.
• Strong written communication skills.
• Calm under pressure, structured, and able to prioritize.

Nice to Have:

• Experience in payments: acquirers, PSPs, card schemes, 3DS, chargebacks, or alternative payment methods.
• Experience with observability tools and ticketing tools.
• Basic SQL for data lookups.
• Cantonese, Japanese, Korean, or other APAC languages.
• Experience in a follow-the-sun or 24/7 support model.

What We Offer:

• Competitive Compensation
• Remote Work
• Home Office Bonus
• Work Equipment
• Stock Options
• Health Plan
• Flexible Days Off