Remote API Support Analyst – Fintech Payments

Doist; New York (NY); On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

Unlimited vacation

Flexible work environment

Health, dental and vision plans

401(k) with company match

Equity plan

Wellness stipend

Team offsites

Job summary

Rain is seeking a Technical Support Analyst to help deliver exceptional support for Rain's platform and integrations. You will work directly with fintechs, platforms, and partners building card programs and stablecoin products, troubleshooting API integrations and resolving issues that touch real money movement at scale.

In this role you will own incidents in a 24x7 environment, triage and communicate clearly with clients and internal teams, and contribute to knowledge bases and troubleshooting

Qualifications

• 3+ years in a technical, customer- or partner-facing support role (fintech, payments, or SaaS).
• Hands-on API product experience and ability to read logs to diagnose issues.
• Familiarity with support processes and case management best practices.
• Strong analytical and problem-solving skills with a detail-oriented mindset.
• Clear writing and communication skills.
• Ability to prioritize and manage multiple complex cases.

Responsibilities

• Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
• Troubleshoot complex API integrations directly with partners and guide them to resolution.
• Own incidents in your queue as part of the team’s 24x7 coverage: triage, communicate with clients and internal stakeholders, and meet SLA/CSAT/quality targets.
• Escalate effectively by partnering with other teams to get to a satisfactory resolution.
• Maintain accurate documentation and build troubleshooting guides and knowledge base content.
• Feed insights back to Product and Engineering.
• Collaborate with Engineering on testing, monitoring, and alerting improvements, and support new feature rollouts and integrations.

Skills

API experience

SQL queries

Log reading

Customer-facing support

Analytical skills

Communication

Prioritization

Troubleshooting

Job description

Rain is seeking a Technical Support Analyst to help deliver exceptional support for Rain's platform and integrations. You will work directly with fintechs, platforms, and partners building card programs and stablecoin products, troubleshooting API integrations and resolving issues that touch real money movement at scale.

In this role you will own incidents in a 24x7 environment, triage and communicate clearly with clients and internal teams, and contribute to knowledge bases and troubleshooting