5 дней назад
Technical Support Analyst - APAC (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Analyst - APAC (Fintech): Supporting merchants and payment providers by triaging tickets, monitoring production alerts, and investigating payment failures across a global payments platform with an accent on Mandarin-language support, payment operations, and NOC coverage. Focus on analyzing logs, traces, APIs, webhooks, and payment data, escalating reproducible platform issues, and improving follow-the-sun incident handovers.
Location: Remote, based in the APAC region with the legal right to work there; working hours aligned to APAC business hours
Company
provides an AI-native operating system for global commerce, connecting enterprise merchants, banks, and wallets to payment methods, fraud prevention, KYC/KYB, and stablecoin infrastructure through a single API.
What you will do
- Own the support queue during APAC hours, respond to merchant tickets within SLA, investigate issues, and drive them to resolution.
- Monitor production alerts and dashboards in Datadog and act as the regional Slack-based NOC responder.
- Investigate payment declines, pending transactions, webhook failures, provider errors, and routing questions using logs, traces, and internal data tools.
- Communicate with Mandarin-speaking merchants and payment providers and document investigations in English.
- Escalate confirmed platform bugs to Product and Engineering with reproducible evidence and clear impact.
- Contribute to runbooks, macros, documentation, incident handovers, and recurring-issue improvement proposals.
Requirements
- Fluent Mandarin Chinese, spoken and written, is mandatory.
- Professional working proficiency in English is required for internal communication and documentation.
- Must be based in APAC and have the legal right to work there.
- At least 2 years of experience in technical support, NOC, or a similar operations role for a SaaS, fintech, or payments product.
- Ability to read logs and API requests and responses, including JSON, HTTP status codes, and webhooks.
- Strong written communication, structured prioritization, and calm decision-making under pressure.
Nice to have
- Payments experience with acquirers, PSPs, card schemes, 3DS, chargebacks, or APAC payment methods such as Alipay, WeChat Pay, GrabPay, PayNow, or UnionPay.
- Experience with Datadog, Grafana, Kibana, Pylon, Zendesk, Intercom, or Jira.
- Basic SQL skills.
- Cantonese, Japanese, Korean, or other APAC language skills.
- Experience in a follow-the-sun or 24/7 support model.
Culture & Benefits
- Remote work with a global Support & NOC team distributed across LATAM, Europe, and APAC.
- Slack-first operations for alerts, escalations, and on-call coverage.
- Direct access to Engineering, Product, and Implementation teams.
- Availability to work Saturdays and/or Sundays is required to support 24/7 coverage.
- Home office bonus, work equipment, stock options, health plan, and flexible days off.
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