Technical Support Analyst

📋 Description

• Resolve complex customer and partner issues across Rain systems and APIs.
• Troubleshoot API integrations with partners and guide resolutions.
• Own 24x7 incidents: triage, communicate with clients, meet SLAs.
• Escalate effectively with other teams for timely resolution.
• Maintain docs and troubleshooting guides for self-serve support.
• Collaborate with Engineering on monitoring and feature rollouts.

🎯 Requirements

• 3+ years in technical, customer-facing support (fintech/payments/SaaS).
• Hands-on API experience; read logs and write SQL queries.
• Familiarity with support processes and case management.
• Strong analytical and root-cause problem solving.
• Clear written communication skills.
• Ability to prioritize and manage multiple complex cases.

🎁 Benefits

• Unlimited time off with a 10-day minimum.
• Flexible working with a home office stipend.
• US health, dental, and vision plans for dependents.
• 401(k) with a 4% company match.
• Equity option plan for Rainmakers.
• Wellness stipend for health and wellness.