Technical Support Analyst

TL;DR

Technical Support Analyst (Payments): Implement real-time monitoring systems and provide Level 1 client support for global payment operations with an accent on incident response, log analysis, and operational scalability. Focus on diagnosing issues via scripting and APIs, standardizing processes, and collaborating with backend teams to ensure payment reliability.

Location: Remote in LATAM (Brazil, Colombia, Argentina, Mexico)

Company

Building payment infrastructure with access to 1,000+ methods via single API across 80+ countries, powering brands like InDrive, McDonald's, and Rappi.

What you will do

• Implement and maintain real-time monitoring for critical workflows
• Provide Level 1 client support, handle queries, and escalate incidents
• Assist backend teams with scripting, bug reproduction, log analysis, and API testing
• Create standardized operational processes for scalability
• Analyze recurring issues and propose data-driven improvements
• Ensure operational coverage with shift handovers
• Participate in small development tasks to build backend knowledge

Requirements

• Fluent English, Spanish & Portuguese (written and verbal)
• 1+ year in technical support, NOC, or similar
• Basic knowledge of monitoring tools and alerting
• Basic coding: scripting, debugging, log analysis
• Familiarity with APIs and integration issues
• Strong analytical and problem-solving skills
• Customer empathy and service-oriented mindset

Culture & Benefits

• Remote work from anywhere in LATAM
• Competitive compensation and stock options
• Home office bonus and work equipment provided
• Health plan wherever you are
• Flexible days off