API Support Engineer - Fintech, Remote-Friendly, Equity & PTO

Rain; New York (NY); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Unlimited time off

Flexible work arrangement

Home workspace stipend

Healthcare coverage (US)

Job summary

Rain is hiring a Technical Support Analyst in New York, offering a flexible, hybrid work model. You will troubleshoot API integrations, read logs, and resolve complex issues for fintech partners, while collaborating across teams to improve the product, monitoring, and incident response.

Bring 3+ years in a client-facing tech support role, strong SQL skills, and clear written communication. Rain provides comprehensive benefits, equity, and opportunities to grow in a fast-paced fintech environment.

Qualifications

• 3+ years 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 to investigate issues.
• 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.

Responsibilities

• Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
• Troubleshoot complex API integrations directly with partners, walking them through clear steps to resolve issues on their end.
• 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 get to a satisfactory resolution
• Maintain accurate documentation and build troubleshooting guides and knowledge base content, supporting both self-serve resolution for customers and onboarding for the team.
• Feed insights back to Product and Engineering
• Collaborate with Engineering on testing, monitoring, and alerting improvements, and support new feature rollouts and integrations as they ship.

Skills

API products

SQL queries

Analytical thinking

Communication skills

Problem solving

Time management

Job description

Rain is hiring a Technical Support Analyst in New York, offering a flexible, hybrid work model. You will troubleshoot API integrations, read logs, and resolve complex issues for fintech partners, while collaborating across teams to improve the product, monitoring, and incident response.

Bring 3+ years in a client-facing tech support role, strong SQL skills, and clear written communication. Rain provides comprehensive benefits, equity, and opportunities to grow in a fast-paced fintech environment.