Technical Support Analyst

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. Requirements 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. Benefits 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.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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