Fintech API Support Specialist

rain; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Unlimited time off

Flexible work

Health stipend and wellness support

401(k) with employer match

Equity plan

Job summary

Rain is seeking a Technical Support Analyst to deliver exceptional support for its platform and integrations. You will troubleshoot complex API integrations with fintech partners, read logs, and resolve real-money movement issues at scale.

In this role, you will collaborate with almost every team to address escalations, create robust documentation, and help improve products through insights to Engineering and Product teams.

Qualifications

• 3+ years in a technical, customer- or partner-facing support role in fintech/payments/SaaS or similar API-first environment.
• Hands-on experience with API products and reading logs; ability to write SQL queries to investigate issues.
• Familiarity with support processes and case management best practices.
• Strong analytical and problem-solving skills, with a detail-oriented mindset and clear writing.
• Ability to prioritize effectively and manage multiple complex cases simultaneously.

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 steps to resolve issues.
• Own incidents in the queue as part of 24x7 coverage: triage, communicate with clients, and meet SLA/CSAT targets.
• Escalate effectively by partnering with other teams to reach a satisfactory resolution.
• Maintain documentation and build troubleshooting guides and knowledge base content for self-serve resolution and onboarding.
• Collaborate with Product and Engineering on testing, monitoring, and feature rollouts.

Skills

API experience

SQL queries

Analytical thinking

Communication skills

Fintech exposure

Customer support

Tools

API tooling

Logging tools

SQL tooling

Job description

Rain is seeking a Technical Support Analyst to deliver exceptional support for its platform and integrations. You will troubleshoot complex API integrations with fintech partners, read logs, and resolve real-money movement issues at scale.

In this role, you will collaborate with almost every team to address escalations, create robust documentation, and help improve products through insights to Engineering and Product teams.