Application Support Analyst – Fintech

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

📋 Description

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

• Ensure the stability of essential payment services and oversee system health with Grafana and similar tools.

• Track SLA windows and ensure the dependable operation of payment platforms.

• Conduct incident response, investigate root causes, document incidents, and facilitate cross-functional coordination until resolution.

• Address transactions that require manual parsing.

• Investigate payouts or funding that have been pending for over 3 days, updating statuses or escalating as necessary.

• Liaise with partners and banks to address processing challenges, file-loading discrepancies, and corrections in data reporting.

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

• Coordinate, implement, and roll back service releases.

• Verify system health and performance graphs post-release.

• Support both B2C and Enterprise product lines.

⛳️ Requirements

• A proactive problem-solving attitude with the initiative to investigate new issues and determine solutions independently.

• Hands-on experience with SQL for data querying.

• Familiarity with Postman to interpret API documentation and troubleshoot partner integrations.

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

• Capability to manage multiple, time-sensitive incidents while adhering to strict SLA windows.

• Experience interacting with external parties such as banks, PSPs, and processors.

• Proven experience collaborating with Engineering, Settlement, and Customer Support teams.

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

• Proficient written and verbal communication skills in English.

• Familiarity with OpenSearch for log and transaction analysis is a plus.

• Practical experience with Slack, Google Workspace, Jira, and Confluence is advantageous.

• Understanding of financial workflows, payment lifecycles, and fintech terminology is beneficial.

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

🏝️ Benefits

• Opportunities to learn, develop new skills, take on new challenges, and advance your career across various functions and geographies.

• The chance to influence solutions, challenge existing norms, and witness the impact of your work firsthand.

• Collaboration with talented colleagues from diverse backgrounds and disciplines.

• A culture that fosters experimentation, embraces change, and promotes continuous improvement.

• The opportunity to contribute to products and services that assist millions of customers worldwide.

• A chance to help shape Paysend’s future global money movement platform.