Application Support Analyst

This is a fully remote position, open to applicants in Mexico, +1 more state.

📋 Description

• Analyze and manage transaction flows and individual transactions utilizing Oracle SQL, Postman, and OpenSearch.

• Sustain business-critical payment services.

• Engage with partners regarding transaction flows.

• Examine manually flagged and pending transactions, document root cause analyses, and update transaction statuses.

• Provide timely incident responses and create as well as manage comprehensive incident reports.

• Direct and coordinate employees tasked with resolving incidents.

• Communicate with partners and banks about issues, including reporting, data corrections, and discrepancies in file loading.

• Assist with SAR reconciliation issues, which include unmatched transactions, duplicate or missing report data, partner file-load failures, and mismatches in SAR/PDP data.

• Monitor payment services for faults or degraded performance using Grafana and various other monitoring tools.

• Coordinate, deploy, and revert releases as required.

• Verify system health and graphs following each release.

• Provision monitoring and identify problems and faults in payment services.

• Make data-driven decisions in payment processing based on investigative findings.

• Read and utilize API documentation to troubleshoot partner integrations.

• Collaborate with Engineering, Product, Settlement, and Customer Support teams.

⛳️ Requirements

• Familiarity with collaboration tools such as Slack, Google Workspace, Jira, and Confluence.

• A bachelor's degree is preferred.

• Strong focus on problem-solving with the capability to investigate and resolve issues independently.

• Ability to multitask and handle concurrent incidents or requests under time constraints and strict SLA timelines.

• Basic knowledge of SQL is essential; proficiency in Oracle SQL is preferred.

• Experience using Grafana for monitoring and alerting purposes.

• Background in Linux, network, or cloud administration.

• Experience with OpenSearch is an advantage.

• Proficiency in using API documentation and Postman to investigate and troubleshoot integrations.

• Capability to resolve operational issues with minimal supervision.

• Advanced English language skills, both written and verbal.

• Basic skills in any programming language.

• Fundamental understanding of financial processes and fintech terminology.

• Direct experience in negotiating and communicating with banks, PSPs, and processors.

• Experience collaborating with Engineering, Product, Settlement, and Customer Support teams.

• Comfort in a fast-paced, high-volume transaction environment with changing priorities.

• Attention to detail in documenting incident root causes and reporting findings.

🏝️ Benefits

• Opportunity to create a global impact.

• Ownership of significant outcomes and decision-making processes.

• Opportunities to learn, develop new skills, tackle new challenges, and advance your career across various functions and locations.

• Collaboration with talented colleagues from diverse backgrounds and disciplines.

• A culture that encourages experimentation, embraces change, and supports continuous improvement.