Application Support Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Analyze, monitor, and manage the complete payment transaction flows utilizing Oracle SQL, Postman, and OpenSearch.

• Maintain essential payment services and oversee SLA compliance.

• Utilize Grafana and related tools to monitor system health.

• Perform incident response, conduct root-cause analysis, and document incident reports.

• Coordinate with cross-functional teams to facilitate incident resolution.

• Address transactions flagged for manual review.

• Investigate payouts or funding that have been pending for over three days, updating statuses or escalating when necessary.

• Communicate with partners and banks to resolve processing issues, discrepancies in file loading, and data reporting errors.

• Troubleshoot SAR reconciliation issues, such as unmatched transactions, missing or duplicate report data, and discrepancies in platform data.

• Coordinate, execute, and roll back service releases as needed.

• Verify system health and performance metrics post-release.

• Provide support for both B2C and Enterprise product lines.

⛳️ Requirements

• A problem-solving mindset with a proactive approach to investigating unique issues and determining independent solution steps.

• Practical experience in using SQL for data querying.

• Familiarity with Postman to read API documentation and debug partner integrations.

• Basic knowledge of Linux, networking, or cloud administration.

• Ability to manage multiple, time-sensitive incidents while adhering to strict SLA requirements.

• Experience in interfacing with external entities such as banks, PSPs, and processors.

• Proven ability to collaborate with internal stakeholders, including Engineering, Settlement, and Customer Support.

• Basic programming skills in any language to read code, execute scripts, or inspect data payloads.

• Strong written and verbal communication skills in English.

• Hands-on experience with OpenSearch for log and transaction analysis.

• Familiarity with Slack, Google Workspace, Jira, and Confluence.

• Domain knowledge in financial workflows, payment lifecycles, and core fintech terminology.

• A Bachelor’s degree in Computer Science, Information Systems, or a related operational field.

🏝️ Benefits

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

• Chance to take ownership, make decisions, and create a meaningful impact.

• Opportunity to influence solutions, challenge conventional methods, and see the tangible results of your work.

• Collaboration with skilled colleagues from diverse backgrounds and disciplines.

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

• Opportunity to contribute to products and services that assist millions of customers globally.