Technical Support Analyst

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

📋 Description

• Manage the Pylon support queue during APAC hours, ensuring timely responses to merchant tickets within SLA, investigating issues, and facilitating their resolution.

• Act as the regional on-call NOC responder by monitoring production alerts and Datadog dashboards.

• Conduct end-to-end investigations of payment issues, including declines, pending transactions, webhook failures, provider errors, and routing inquiries.

• Engage with Mandarin-speaking merchants and payment providers while documenting cases in English.

• Elevate confirmed platform bugs to Product and Engineering teams with reproducible evidence and a clear outline of the impact.

• Provide guidance to merchants on provider configuration, testing procedures, and best practices.

• Transition open incidents to the subsequent region.

• Assist in developing runbooks, macros, and internal documentation.

• Identify recurring patterns in tickets and alerts and suggest improvements.

⛳️ Requirements

• Proficiency in Mandarin Chinese (both spoken and written) is essential.

• Professional working proficiency in English (both written and spoken).

• Must be based in the APAC region and possess the legal right to work there.

• Availability to work during APAC business hours, including rotating on-call responsibilities.

• A minimum of 2 years of experience in technical support, NOC, or a comparable operations role within a SaaS, fintech, or payments environment.

• Ability to read logs and API requests and responses (JSON, HTTP status codes, webhooks) and formulate hypotheses prior to escalation.

• Excellent written communication skills.

• Ability to remain calm under pressure, organized, and capable of prioritizing multiple issues simultaneously.

• Willingness to work on Saturdays and/or Sundays.

• Preferred: Experience in payments, observability tools, ticketing systems, basic SQL knowledge, proficiency in additional APAC languages, and familiarity with follow-the-sun or 24/7 support.

🏝️ Benefits

• Remote Work – Enjoy the flexibility of working from anywhere!

• Home Office Bonus – A one-time allowance to assist in creating your ideal home office setup.

• Work Equipment – Provision of necessary tools for your role.

• Stock Options – Opportunity to own a part of the company.

• Health Plan – Comprehensive coverage wherever you are located.

• Flexible Days Off – Enjoy the freedom to take time off when needed.