Application Support Analyst

🔥 0 minutes ago

🌐 Mexico, Guatemala – Remote

🇲🇽 Mexico – Remote 🇬🇹 Guatemala – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Paysend

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Venture Round on 2021-12

Fintech • B2C • eCommerce

Paysend is a financial technology company that enables users to send and receive money internationally with ease. It provides a secure platform for both individuals and businesses to conduct cross-border transactions at competitive rates, featuring instant transfers to card payments and bank accounts. With a user-friendly mobile app, Paysend allows customers to manage their finances, track payments, and access exclusive offers, making it a popular choice for seamless financial transactions across the globe.

📋 Description

• Analyze and administer transaction flows and individual transactions using Oracle SQL, Postman, and OpenSearch • Maintain business-critical payment services • Interact with partners about transaction flows • Investigate manually flagged and pending transactions, document root-cause analyses, and update transaction statuses • Provide prompt incident response and create and manage detailed incident reports • Guide and coordinate employees responsible for resolving incidents • Communicate with partners and banks regarding issues, including reporting, data corrections, and file-loading discrepancies • Support SAR reconciliation issues, including unmatched transactions, duplicate or missing report data, partner file-load failures, and SAR/PDP data mismatches • Monitor payment services for faults or degraded performance using Grafana and other monitoring tools • Coordinate, deploy, and roll back releases • Verify system health and graphs after each release • Provision monitoring and detect problems and faults in payment services • Make informed payment-processing decisions based on investigation findings • Read and apply API documentation to troubleshoot partner integrations • Work with Engineering, Product, Settlement, and Customer Support teams

🎯 Requirements

• Experience with collaboration tools such as Slack, Google Workspace, Jira, and Confluence • Bachelor's degree preferred • Strong problem-solving focus and ability to investigate and resolve issues independently • Ability to multitask and manage concurrent incidents or requests under time pressure and strict SLA windows • Basic SQL knowledge essential; Oracle SQL preferred • Experience with Grafana for monitoring and alerting • Linux, network, or cloud administration experience • OpenSearch experience is a plus • Comfort using API documentation and Postman to investigate and troubleshoot integrations • Ability to solve operational issues with minimal supervision • Advanced English language skills, written and verbal • Basic skills in any programming language • Basic understanding of financial processes and fintech terminology • Direct experience negotiating and communicating with banks, PSPs, and processors • Experience working with Engineering, Product, Settlement, and Customer Support teams • Comfort working in a fast-paced, high-volume transaction environment with shifting priorities • Attention to detail when documenting incident root causes and reporting findings

🏖️ Benefits

• Opportunity to make a global impact • Ownership of meaningful outcomes and decision-making • Opportunities to learn, develop new skills, take on new challenges, and advance your career across functions and geographies • Collaboration with talented colleagues from diverse backgrounds and disciplines • Culture encouraging experimentation, embracing change, and continuous improvement