Technical Support Analyst

About Rain

Rain enables the next generation of payments worldwide. We are a compact, dedicated team comprised of experienced creators and founders. Our infrastructure facilitates the practical usage of stablecoins by powering card transactions, cross-border payments, B2B purchases, remittances, and more. We collaborate with fintechs, neobanks, and institutions to help them deploy global, inclusive, and efficient payment solutions. As part of Rain, you will contribute to a hypergrowth company backed by leading investors from fintech, crypto, and SaaS sectors. If you are inquisitive, courageous, and driven to help establish a borderless financial future, this is the place for you.

Company Culture

We promote a flat and open organizational structure. Team members have the autonomy to develop in directions that align with their aspirations. Everyone is encouraged to propose ideas and influence both our roadmap and company vision.

Role Overview

We seek a Technical Support Analyst to provide outstanding assistance for our platform and integrations. You will directly work with fintechs, partners, and platforms building card programs and stablecoin products on Rain, managing complex API integration troubleshooting, log analysis, and data investigation involving real-time money movement. Collaboration across multiple internal teams on issue escalations and translating field insights into product improvements is central to this role.

Key Responsibilities

• Diagnose and resolve sophisticated customer and partner problems across Rain's systems, APIs, and integrations.
• Guide partners through complex API-related troubleshooting steps to rectify issues on their side.
• Manage incident queues as part of 24/7 team coverage by triaging issues promptly, maintaining clear communication with clients and stakeholders, and meeting service level, customer satisfaction, and quality benchmarks consistently.
• Escalate issues effectively by working closely with other teams to achieve satisfactory outcomes.
• Keep documentation precise and develop troubleshooting guides and knowledge base resources to facilitate client self-service and assist onboarding processes.
• Relay insights gained from support activities back to Product and Engineering teams.
• Engage in collaboration with Engineering to enhance testing, monitoring, alerting, and support the rollout of new features and integrations.

Candidate Profile

• Minimum of three years' experience in a technical, client- or partner-facing support capacity, preferably within fintech, payments, SaaS, or fast-scaling API-centric environments.
• Proficient with API products including interpreting logs and writing SQL queries for issue diagnostics.
• Familiarity with support workflows and case management standards.
• Excellent analytical and detail-focused problem-solving capabilities emphasizing root-cause analysis.
• Strong and clear written and verbal communication skills.
• Effective prioritization and multitasking skills for managing several ongoing complex support cases.

Additional Desired Skills

• A strategic, cooperative, and results-driven approach, coupled with a keen interest in payments or fintech.
• A team-oriented mindset with a passion for continuous growth and fostering enduring professional relationships.
• Experience with scripting or lightweight automation is advantageous.

Benefits and Workplace Environment

• Unlimited vacation with a minimum of 10 days mandatory personal time off.
• Flexible remote work policy allowing employees to work from home or office to best suit their comfort and productivity.
• New employees receive a stipend to create a comfortable home workspace.
• Comprehensive health, dental, and vision plans for US employees and their dependents along with a fully covered life insurance plan.
• 401(k) retirement plan with a 4% company match.
• Equity option plan extended to all employees.
• Monthly wellness stipend to support activities such as gym memberships, fitness classes, massages, and acupuncture.
• Company and team summits domestically and internationally to strengthen relationships and shared purpose.

Compensation

Salary range is $50,000 to $999,999.