Technical Support Analyst

🔥 14 minutes ago

🇨🇳 China – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Yuno

WebsiteLinkedInAll Job Openings

11 - 50 employees

💳 Fintech

🏢 Enterprise

☁️ SaaS

Fintech • Enterprise • SaaS

Yuno is a company that provides payment orchestration and infrastructure solutions on a global scale. Their technology empowers businesses to integrate over 300 payment methods, boosting acceptance rates and enabling seamless scaling of payment operations across multiple regions. Yuno focuses on providing a simplified payment process with features like smart routing, unified payment insights, auto reconciliation, and custom checkout options. They emphasize security and fraud management, ensuring safe transactions. Yuno facilitates global payouts and subscription management, making them an ideal partner for businesses looking to optimize their payment systems and increase revenue.

📋 Description

• Own the Pylon support queue during APAC hours, respond to merchant tickets within SLA, investigate issues, and drive them to resolution. • Monitor production alerts and Datadog dashboards as the regional on-call NOC responder. • Investigate payment issues end to end, including declines, pending transactions, webhook failures, provider errors, and routing questions. • Communicate with Mandarin-speaking merchants and payment providers and document cases in English. • Escalate confirmed platform bugs to Product and Engineering with reproducible evidence and clear impact. • Advise merchants on provider configuration, testing, and best practices. • Hand over open incidents to the next region. • Contribute to runbooks, macros, and internal documentation. • Identify recurring ticket and alert patterns and propose improvements.

🎯 Requirements

• Fluent Mandarin Chinese (spoken and written) is mandatory. • Professional working proficiency in English (written and spoken). • Based in the APAC region with the legal right to work there. • Working hours aligned to APAC business hours, with rotating on-call coverage. • 2+ years in technical support, NOC, or a similar operations role for a SaaS, fintech, or payments product. • Comfortable reading logs and API requests and responses (JSON, HTTP status codes, webhooks) and forming a hypothesis before escalating. • Strong written communication. • Calm under pressure, structured, and able to prioritize when several things break at once. • Availability to work Saturdays and/or Sundays. • Nice to have: experience in payments, observability tools, ticketing tools, basic SQL, additional APAC languages, and follow-the-sun or 24/7 support.

🏖️ Benefits

• Remote Work – You can work from everywhere! • Home Office Bonus – A one-time allowance to help you create your ideal home office. • Work Equipment • Stock Options • Health Plan wherever you are. • Flexible Days Off