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 and writing SQL queries to investigate issues.
• Familiarity with support processes and case management best practices.
• Strong analytical and problem-solving skills.
• Clear writing and communication skills.
• Ability to prioritize effectively and manage multiple complex cases at once.

Nice to have

• Experience in fintech, payments, SaaS, or another high-growth, API-first environment.
• 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

Benefits

• Unlimited time off (10 days minimum required).
• Flexible working.
• Stipend to set up a home workspace.
• For US Rainmakers, 95% coverage of health, dental, and vision plan costs and 90% 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.