Partner Support Specialist

The Back Room Limited; Angeles; Remote; PHP 400,000 - 700,000; Full time

Job summary

The Back Room Limited seeks a Partner Support Specialist for its global fintech client. You will be the first line of technical support for merchants and partners, diagnose API failures, trace logs, and reproduce issues, escalating to engineering when needed.

You’ll work with SQL, Postman, Kibana and collaborate with Engineering, DevOps and Professional Services. This role is open to Philippine citizens located in the Philippines and offers the chance to build dashboards and monitoring,

Qualifications

• Strong troubleshooting skills with hands-on use of SQL, Postman, and Kibana.
• Clear technical writing for bug reports, customer updates, and documentation.
• Experience supporting B2B customers with international clients.

Responsibilities

• Act as the first point of contact and escalation for technical issues raised by merchants and partners.
• Troubleshoot API, transaction, and integration issues using SQL, Postman, and Kibana.
• Manage customer requests within SLAs while maintaining high customer satisfaction.
• Own escalations end to end, coordinating with internal teams and external service providers.
• Work with Engineering, DevOps, and Professional Services to resolve complex issues.
• Build and improve monitoring for production environments to catch issues early.
• Write and maintain knowledge base articles in Confluence.
• Take part in an on-call rotation to support global coverage.

Skills

Troubleshooting

Technical writing

Communication

Problem analysis

Tools

SQL

Postman

Kibana

Jira

Confluence

Job description

About The Back Room

We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.

About the Client
Our client is a global fintech company with offices across Europe, Asia, the Middle East, and the US. They bring payments, payouts, and financial services together on a single platform used by merchants and partners worldwide. They are building their offshore team to support their technical partner support function. This role exists to make sure every merchant and partner issue is diagnosed quickly, resolved properly, and prevented from happening again.
The Role
As a Partner Support Specialist, you’ll be the first line of technical support for the businesses that run their payments on the client’s platform. When an API call fails or a transaction behaves unexpectedly, you’ll find out why. You’ll query the data, trace the logs, reproduce the issue, and either fix it or escalated it to engineering with a clear diagnosis. In your first 6–12 months, success looks like this: you own issues end to end, partners trust your answers, and your monitoring and knowledge base work help reduce how often the same problems come back.

What You'll Do

• Act as the first point of contact and escalation for technical issues raised by merchants and partners.
• Troubleshoot API, transaction, and integration issues using SQL, Postman, and Kibana.
• Manage customer requests within agreed SLAs while maintaining a high standard of customer satisfaction.
• Own escalations end to end, coordinating with internal teams and external service providers until issues are resolved.
• Work with Engineering, DevOps, and Professional Services to resolve complex or cross-functional issues.
• Build and improve monitoring for the production environment so issues are caught before customers notice them.
• Write and maintain knowledge base articles in Confluence so recurring issues are easier to solve.
• Take part in an on-call rotation to support the client’s global coverage model.

What We're Looking For

• 3+ years of experience in a technical support, application support, or similar role.
• Strong troubleshooting skills, with hands-on use of SQL, Postman, and Kibana (or a similar log analysis tool).
• A solid understanding of APIs and how to diagnose integration issues.
• Experience using Jira and Confluence for bug reporting, ticket tracking, and documentation.
• Experience supporting customers in a B2B company with international clients.
• Clear technical writing, including bug reports, customer updates, and documentation, plus confident verbal communication.
• The ability to stay calm, organized, and accurate when issues are urgent and the pace is fast.

Nice to Have

• Experience in payments, fintech, or financial services.
• Experience building dashboards, alerts, or monitoring tools for production systems.

Why This Role

This is a genuinely technical seat at a global fintech company. You’ll investigate real problems on a live payments platform and work directly alongside engineering, rather than following scripts. If you want to deepen your API and payments expertise, this role builds skills that carry well beyond support.

This role is open to Philippine citizens currently based in the Philippines.