Technical Support Analyst

About the role

Join rain's Operations team as a Technical Support Analyst, providing critical assistance for our payment platform and integrations. You will work directly with fintechs and partners, resolving complex API issues and ensuring smooth money movement. This role involves troubleshooting, data analysis, and collaborating across internal teams to drive continuous improvement.

Key facts

What you'll do

• Investigate and resolve advanced issues for customers and partners across rain's systems, APIs, and integrations.
• Troubleshoot complex API integrations directly with partners, guiding them through resolution steps.
• Manage incidents in your queue, ensuring prompt triage, clear communication, and meeting SLA, CSAT, and quality targets.
• Escalate issues effectively by collaborating with other teams to achieve satisfactory resolutions.
• Create and maintain accurate documentation, troubleshooting guides, and knowledge base content for self-service and team onboarding.
• Provide insights to Product and Engineering teams based on support interactions.
• Work with Engineering on testing, monitoring, and alerting enhancements, and support new feature and integration rollouts.

Requirements

• 3+ years of experience in a technical, customer- or partner-facing support role, preferably in fintech, payments, SaaS, or an API-first environment.
• Practical experience with API products, including comfort reading logs and writing SQL queries for issue investigation.
• Familiarity with support processes and case management best practices.
• Strong analytical and problem-solving skills, with a focus on root cause analysis.
• Excellent written and verbal communication skills.
• Ability to prioritize effectively and manage multiple complex cases simultaneously.

Nice to have

• A strategic, collaborative, and results-oriented approach, with an interest in payments or fintech.
• A collaborative mindset, a desire for continuous learning, and a talent for building relationships.
• Experience with scripting or lightweight automation.

Skills & tools

• APIs
• SQL
• Case management software

Practical notes

• Unlimited time off (with a 10-day minimum required).
• Flexible workplace options, including a stipend for new hires to set up a home office.
• Comprehensive health, dental, and vision plans for US employees and dependents.
• 100% company-subsidized life insurance plan for US employees.
• 401(k) with a 4% company match.
• Equity option plan for all employees.
• Monthly stipend for health and wellness expenses (e.g., gym memberships, massages).
• Regular team and company offsites, both domestic and international.