# Technical Support Analyst

**Company:** [Rain](https://hotfix.jobs/companies/rain)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $50k – $1000k/yr
**Experience:** 3+ years
**Skills:** API Integrations, SQL, Troubleshooting, log analysis, Fintech, Payments, SaaS, case management, Scripting, Automation
**Posted:** 2026-07-31

> Technical Support Analyst investigating and resolving complex API, integration, and payments issues for fintech partners. Requires 3+ years technical support experience, SQL/log analysis skills, and 24x7 incident ownership in a high-growth environment.

## Job Description

## 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.

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