Technical Support Analyst

Rain
Europe
Workplace: HybridFull timeUSD 50,000 - 999,999 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Communication","Problem-solving","Analytical thinking","Documentation","Prioritization"]

Investigate and resolve advanced customer and partner issues across Rain’s systems, APIs, and integrations. Troubleshoot complex API integrations with partners, own incidents in a 24x7 queue, and consistently meet SLA/CSAT/quality targets. Maintain documentation and troubleshooting guides, feed insights back to Product and Engineering, and collaborate on testing, monitoring, alerting improvements, plus new feature rollouts for payments and stablecoin products.

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FursaFursa
Rain
Rain
2 days ago

Technical Support Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: first listed 4 days ago

Job Summary

Investigate and resolve advanced customer and partner issues across Rain’s systems, APIs, and integrations. Troubleshoot complex API integrations with partners, own incidents in a 24x7 queue, and consistently meet SLA/CSAT/quality targets. Maintain documentation and troubleshooting guides, feed insights back to Product and Engineering, and collaborate on testing, monitoring, alerting improvements, plus new feature rollouts for payments and stablecoin products.
Location: Europe
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Investigate and resolve advanced customer and partner issues across Rain’s systems, APIs, and integrations.
  • •Troubleshoot complex API integrations with partners and guide them through resolution steps.
  • •Own incidents in the team’s 24x7 queue: triage promptly, communicate with clients and stakeholders, and meet SLA/CSAT/quality targets.
  • •Escalate effectively by partnering with other teams to reach satisfactory resolutions.
  • •Maintain accurate documentation and troubleshooting guides, feed insights to Product and Engineering, and collaborate on testing/monitoring/alerting improvements and new rollouts.

Pay and Benefits

Salary: USD 50,000 - 999,999 annually
Perks:Paid LeaveHealth InsuranceDentalVisionLife Insurance401kEquityGym Membership

Key Requirements

  • •3+ years in a technical, customer- or partner-facing support role in fintech, payments, SaaS, or another API-first environment.
  • •Hands-on experience with API products, including 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 with a root-cause mindset.
  • •Clear writing and communication skills, with the ability to prioritize and manage multiple complex cases at once.
Experience:3+ yearsFintechPaymentsSaaSAPI-first
Skills:CommunicationProblem-solvingAnalytical thinkingDocumentationPrioritization
Tech Stack:APIsSQLLogsStablecoinsPayments

Company Brief

Rain
Rain builds stablecoin-powered card issuance and payments infrastructure for fintechs, platforms, and institutions. Its API and modular platform support on-ramps, wallets, cards, and off-ramps with compliance features like KYC and AML.
Industry: Fintech Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: New York City, United States
Founded: 2021
WebsiteLinkedIn