КолумбияTechnical Support
4 нед. назад
КолумбияJuniorRemote
monitoringincident managementapitroubleshooting
Technical Support Analyst role in a global payment infrastructure company, responsible for real-time monitoring, incident response, and client issue resolution.
О компании
- At , we are building the payment infrastructure that allows all companies to participate in the global market. Founded by seasoned experts from the payments and tech industries, our technology provides access to leading payment capabilities, enabling companies to engage customers confidently and maintain global operations through seamless integrations. We empower high-performing teams at brands like InDrive, McDonald's, Rappi, and Viva Aerobus to integrate over 1,000 payment methods via a single API. By leveraging advanced AI and the latest technologies, we orchestrate smart routing and fraud prevention across 80+ countries.
Обязанности
- We are orchestrating the best high-performing team!
- We're looking for a Technical Support Analyst to join our Global Customer Success organization — the frontline that keeps our global payment operations running without a hitch. This is a role for someone who genuinely loves solving technical puzzles and takes pride in being the first line of defense for our clients.
- In this position, you will build and maintain real-time monitoring systems, respond to critical incidents, and work alongside backend teams to diagnose and resolve issues fast. Every action you take directly protects the reliability our clients depend on. We hold ourselves to a high standard — every payment matters, every client interaction is an opportunity to deliver something exceptional — and we expect the same from the people on this team.
- This role demands curiosity and a constant drive to get better. The payments ecosystem moves fast, and you will be expected to adapt, grow, and bring fresh ideas to improve how we operate. If you're someone who sees an ambiguous situation as an opportunity rather than an obstacle, you'll thrive here.
- If you're passionate about technology, eager to deepen your backend knowledge, and committed to building systems that scale — we want to hear from you.
Условия
- Competitive Compensation
- Remote Work – You can work from everywhere!
- Home Office Bonus – A one-time allowance to help you create your ideal home office.
- Work Equipment
- Stock Options
- Health Plan wherever you are.
- Flexible Days Off
Другое
- Implement and maintain a robust real-time monitoring system that ensures full visibility into critical workflows before incidents escalate
- Provide top support to clients, acting as the main line of defense to address issues, answer queries, and escalate critical incidents when necessary
- Assist backend teams with scripting, bug reproduction, log analysis, and basic API testing
- Create and standardize operational processes that enable scalability and consistent service quality
- Analyze recurring issues and propose data-driven improvements to position the NOC as a strategic function
- Ensure continuous operational coverage with well-structured shift handovers
- Participate in some development activities to build hands-on backend knowledge
- Identify gaps in current tools and workflows and bring solutions to the table
- Minimum Qualifications
- Fluent English (written and verbal)
- 1 year of experience in technical support, NOC operations, or a similar role
- Basic knowledge of monitoring tools and alerting systems
- Coding experience — scripting, debugging, or log analysis
- Familiarity with APIs and ability to assist users with integration or connectivity issues
- Strong analytical and problem-solving mindset
- Customer empathy and a service-oriented approach
- Comfort working in fast-paced, high-stakes environments