Technical Support Analyst

Responsibilities

• Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
• Troubleshoot complex API integrations directly with partners, walking them through clear steps to resolve issues on their end.
• Own incidents in your queue as part of the team's 24x7 coverage: triage promptly, communicate clearly with clients and internal stakeholders, and consistently hit your SLA, CSAT, and quality targets.
• Escalate effectively by partnering closely with other teams to get to a satisfactory resolution.
• Maintain accurate documentation and build troubleshooting guides and knowledge base content, supporting both self-serve resolution for customers and onboarding for the team.
• Feed insights back to Product and Engineering.
• Collaborate with Engineering on testing, monitoring, and alerting improvements, and support new feature rollouts and integrations as they ship.

Requirements

• 3+ years of experience in a technical, customer- or partner-facing support role — ideally in fintech, payments, SaaS, or another high-growth, API-first environment.
• Hands-on experience with API products, plus comfort reading logs and writing SQL queries to investigate issues.
• Familiarity with support processes and case management best practices.
• Strong analytical and problem-solving skills, with a detail-oriented, root-cause mindset.
• Clear writing and communication skills.
• Ability to prioritize effectively and manage multiple complex cases at once.

Nice-to-Haves

• A strategic, collaborative, results-oriented approach, and a genuine interest in payments or other areas of fintech.
• A collaborative mindset, a passion for continuous learning, and a knack for building long-lasting relationships.
• Scripting or lightweight automation experience.