Technical Support Analyst

Jobgether; Portugal; Hybrid; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Hybrid and flexible working

Wellness allowance

Healthcare benefits

Equity participation

Unlimited vacation

Job summary

Jobgether is seeking a Technical Support Analyst to assist partners with API integrations and complex technical issues. You will analyze logs, interpret documentation, and collaborate with engineering to deliverEffective resolutions while maintaining high customer satisfaction.

The role combines customer success, engineering, and product insights in a fintech/payments environment, offering hybrid work and opportunities to grow technical expertise.

Qualifications

• 3+ years in technical support, customer support, or partner-facing roles, preferably fintech/payments/SaaS.
• Hands-on experience supporting API-based products and integrations.
• Strong analytical and problem-solving skills with ability to diagnose root causes.

Responsibilities

• Investigate, troubleshoot, and resolve advanced technical issues affecting API integrations.
• Provide clear technical guidance to customers to resolve integration challenges.
• Manage support incidents through triage to resolution while meeting SLAs and customer satisfaction goals.
• Collaborate with engineering, product, and internal teams to resolve complex issues.

Skills

API troubleshooting

Customer support

SQL queries

Tools

SQL

Job description

Technical Support Analyst

Empresa : Jobgether Tipo de Emprego : Periodo Integral Portugal

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Join a fast-growing technology environment where you'll play a key role in supporting innovative payment and financial solutions used by businesses around the world. As a Technical Support Analyst, you will work at the intersection of customer success, engineering, and product development, helping partners resolve complex technical issues and optimize platform integrations. You'll investigate API-related challenges, analyze system behavior, and contribute to continuous product improvements through actionable technical insights. This role offers the opportunity to work with modern technologies in a collaborative, high-impact environment where ownership, problem-solving, and clear communication are highly valued. If you enjoy troubleshooting complex systems and making a tangible difference for customers, this position offers an exciting opportunity to grow your technical expertise.

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 elevate 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.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1 We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.