Technical Support Analyst

About the Role

This opportunity is offered through a partner organization seeking a Technical Support Analyst based in Ireland. You will become part of a rapidly expanding tech environment that delivers innovative payment and financial solutions globally. In this role, you will lie at the nexus of customer success, engineering, and product development, assisting partners with resolving intricate technical challenges and optimizing their platform integrations.

As a Technical Support Analyst, you will investigate API-related issues, scrutinize system behavior, and contribute to continuous enhancements of the product by sharing technical insights. The position offers exposure to modern technologies within a collaborative workspace that values ownership, problem-solving skills, and effective communication. If you have a passion for troubleshooting complex systems to create a positive impact for customers, this role gives you a chance to broaden your technical knowledge.

Responsibilities

• Troubleshoot, analyze, and resolve high-level technical problems impacting platform operations, APIs, and third-party integrations.
• Provide clear technical support and solutions to customers and partners encountering complex integration issues.
• Manage support tickets from initial diagnosis through final resolution, ensuring adherence to service level agreements, customer satisfaction targets, and quality standards.
• Work collaboratively with engineering, product, and internal departments to escalate and expedite complex problem resolution.
• Analyze logs, system data, and create SQL queries to identify root causes and propose corrective measures.
• Document troubleshooting processes, maintain technical guides, and develop knowledge base content to enhance internal efficiency and promote customer self-service.
• Convey recurring customer feedback and technical observations to product and engineering teams to drive product improvements.
• Assist in testing, monitoring, deployment of new features and integration rollouts to guarantee smooth customer experience.

Qualifications and Requirements

• Minimum of three years’ experience in technical or customer support roles, preferably in fintech, payments, SaaS, or other API-centred technology sectors.
• Proven experience supporting API-driven products, including troubleshooting integration problems and interpreting technical documentation.
• Strong analytical aptitude coupled with problem-solving capabilities to dissect complex technical issues and trace their origins.
• Experience with application log analysis and writing SQL queries for troubleshooting and data examination.
• Well-versed in technical support workflows, incident handling, and case management standards.
• Excellent communication skills, both verbal and written, capable of simplifying technical information for varied audience levels.
• Superior organizational skills to manage multiple cases and perform efficiently in dynamic environments.
• Collaborative attitude with eagerness for ongoing learning and multi-team cooperation.
• Background or interest in fintech, payments, or financial infrastructure highly preferred.
• Exposure to scripting or minor automation tools is advantageous.

Benefits

• Competitive salary including performance-driven bonuses.
• Participation in equity programs.
• Flexible work arrangements including hybrid model and home office support.
• Unlimited paid leave policy encouraging work-life balance with a guaranteed minimum vacation quota.
• Wellness stipends for health and fitness expenditures.
• Comprehensive health coverage encompassing medical, dental, vision, and life insurance where applicable.
• Retirement savings plans with employer contributions where available.
• Regular team-building events, corporate retreats, and global networking opportunities.
• A supportive environment fostering career growth in a high-velocity company.

Additional Information

This opportunity involves a recruitment process utilising AI-driven candidate matching to ensure fair and prompt evaluation based on core competencies. Final interview and hiring decisions rest with the employing company. Applicant data will be processed in compliance with GDPR regulations for hiring purposes, including potential use of AI tools to assist recruitment while preserving human oversight.