Technical Support Analyst

The role

You will investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations. You will troubleshoot API integrations, own incidents in a 24x7 coverage queue, and collaborate with Engineering on testing and feature rollouts.

What you will do

• Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
• Troubleshoot complex API integrations directly with partners.
• Own incidents in your queue as part of the team's 24x7 coverage.
• Triage promptly and communicate with clients and internal stakeholders.
• Escalate effectively by partnering closely with other teams.
• 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.
• Support new feature rollouts and integrations.

Required qualifications

• 3+ years of experience in a technical, customer- or partner-facing support role
• Hands-on experience with API products
• Comfort reading logs
• Writing SQL queries to investigate issues
• Familiarity with support processes and case management best practices
• Strong analytical and problem-solving skills
• Detail-oriented, root-cause mindset
• Clear writing and communication skills
• Ability to prioritize effectively and manage multiple complex cases at once

Nice to have

• A strategic, collaborative, results-oriented approach
• A genuine interest in payments or other areas of fintech
• A collaborative mindset
• A passion for continuous learning
• A knack for building long-lasting relationships
• scripting or lightweight automation experience

Benefits

• Unlimited time off (10 days minimum required)
• Flexible working
• Stipend to set up a home workspace
• 95% coverage of health, dental, and vision plan costs for US Rainmakers
• 90% coverage for dependents
• 100% company-subsidized life insurance plan
• 401(k) with a 4% company match
• Equity option plan
• Monthly stipend for eligible health and wellness spending
• In-office meals via DoorDash credit
• Team and company offsites, both domestic and international

About the company

Rain is the global stablecoin payments platform for enterprises, neobanks, platforms, developers, and AI agents. It is a Visa and Mastercard Principal Member that delivers secure, scalable infrastructure for moving, storing, and using stablecoins.