16d 18h ago
Technical Support Analyst
Rain·Fintech
🏢Hybrid
|United States of America$50k - $1M USD/yr
analyticsapiscommunication_skillssql+1
Technical Support Analyst
Rain | Fintech
2 weeks agoHybrid
Full Time
United States of America
$50k - $1M USD/yr
Source not independently verified — confirm the company domain before applying.
Position:
Technical Support Analyst
Company:
Rain
Compensation:
$50k-$1000k/yr
Location:
Europe
Employment type:
Full Time
Work Arrangement:
Remote
Short Summary:
Rain is seeking a Technical Support Analyst to deliver exceptional support for its platform and integrations, working directly with fintechs and partners to troubleshoot complex API integrations and resolve issues.
Responsibilities:
- Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
- Troubleshoot complex API integrations directly with partners, guiding them through clear steps to resolve issues.
- Own incidents in your queue as part of the team's 24x7 coverage: triage promptly, communicate clearly with clients and internal stakeholders, and consistently hit your SLA, CSAT, and quality targets.
- Escalate effectively by partnering closely with other teams to achieve satisfactory resolutions.
- Maintain accurate documentation and build troubleshooting guides and knowledge base content.
- Collaborate with Engineering on testing, monitoring, and alerting improvements, and support new feature rollouts and integrations.
Requirement:
- 3+ years of experience in a technical, customer- or partner-facing support role, ideally in fintech, payments, SaaS, or another high-growth, API-first environment.
- Hands-on experience with API products, plus comfort reading logs and writing SQL queries.
- Familiarity with support processes and case management best practices.
- Strong analytical and problem-solving skills, with a detail-oriented, root-cause mindset.
- Clear writing and communication skills.
- Ability to prioritize effectively and manage multiple complex cases at once.
Benefits:
- Unlimited time off with a minimum of 10 days required.
- Flexible working environment.
- Comprehensive health, dental, and vision plans for you and your dependents.
- 401(k) with a 4% company match.
- Equity option plan for all employees.
- Monthly stipend for health and wellness spending.
- Team summits for relationship building and company culture.
Technical Support Analyst
Company:
Rain
Compensation:
$50k-$1000k/yr
Location:
Europe
Employment type:
Full Time
Work Arrangement:
Remote
Short Summary:
Rain is seeking a Technical Support Analyst to deliver exceptional support for its platform and integrations, working directly with fintechs and partners to troubleshoot complex API integrations and resolve issues.
Responsibilities:
- Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
- Troubleshoot complex API integrations directly with partners, guiding them through clear steps to resolve issues.
- Own incidents in your queue as part of the team's 24x7 coverage: triage promptly, communicate clearly with clients and internal stakeholders, and consistently hit your SLA, CSAT, and quality targets.
- Escalate effectively by partnering closely with other teams to achieve satisfactory resolutions.
- Maintain accurate documentation and build troubleshooting guides and knowledge base content.
- Collaborate with Engineering on testing, monitoring, and alerting improvements, and support new feature rollouts and integrations.
Requirement:
- 3+ years of experience in a technical, customer- or partner-facing support role, ideally in fintech, payments, SaaS, or another high-growth, API-first environment.
- Hands-on experience with API products, plus comfort reading logs and writing SQL queries.
- Familiarity with support processes and case management best practices.
- Strong analytical and problem-solving skills, with a detail-oriented, root-cause mindset.
- Clear writing and communication skills.
- Ability to prioritize effectively and manage multiple complex cases at once.
Benefits:
- Unlimited time off with a minimum of 10 days required.
- Flexible working environment.
- Comprehensive health, dental, and vision plans for you and your dependents.
- 401(k) with a 4% company match.
- Equity option plan for all employees.
- Monthly stipend for health and wellness spending.
- Team summits for relationship building and company culture.
Required Skills
analyticsapiscommunication_skillssqltroubleshooting
Required Languages
🇬🇧 English