About the Role
A global stablecoin payments platform serving enterprises, neobanks, platforms, and developers is looking for a Technical Support Analyst to help deliver exceptional support for its card-issuing platform and integrations. You will work directly with fintechs, platforms, and partners building card programs and stablecoin products — troubleshooting complex API integrations, reading logs, and querying data to resolve issues that touch real money movement at scale.
Responsibilities
- Investigate and resolve advanced customer and partner issues across 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 24×7 coverage: triage promptly, communicate clearly with clients and internal stakeholders, and consistently hit 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
- 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
Preferred Skills
- 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 is a plus
Salary or Compensation
EUR 60,000 – 80,000 / year
Work Location
Flexible workplace — work from home, come into an office, or both. New team members receive a stipend to set up a comfortable home workspace.
Benefits
- Unlimited time off, with a minimum of 10 days required per year
- Home workspace setup stipend
- For US-based team members: 95% of health, dental, and vision plan costs covered (90% for dependents)
- 100% company-subsidized life insurance
- 401(k) with 4% company match
- Equity option plan for every team member
- Monthly stipend for eligible health and wellness spending such as gym memberships, fitness classes, or massages
- In-office lunch and dinner covered for office-based team members
- Domestic and international team summits and offsites
