Technical Support Analyst

Rain • New York, NY

12d • $50,000 - $999,999 • Hybrid

About The Position

We're looking for a Technical Support Analyst to help us deliver exceptional support for Rain's platform and integrations. You'll work directly with the fintechs, platforms, and partners building card programs and stablecoin products on Rain — troubleshooting complex API integrations, reading logs, and querying data to resolve issues that touch real money movement at scale. You'll partner closely with almost every team in the company on escalations, and turn what you learn on the ground into fixes that pushes Rain forward.

Requirements

• 3+ years of experience in a technical, customer- or partner-facing support role — ideally in fintech, payments, SaaS, or another high-growth, API-first environment.
• Hands-on experience with API products, plus 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 detail-oriented, root-cause mindset.
• Clear writing and communication skills
• Ability to prioritize effectively and manage multiple complex cases at once

Nice To Haves

• A strategic, collaborative, results-oriented approach, and a genuine interest in payments or other areas of fintech.
• A collaborative mindset, a passion for continuous learning, and a knack for building long-lasting relationships.
• scripting or lightweight automation experience is a plus.

Responsibilities

• Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
• Troubleshoot complex API integrations directly with partners, walking them through clear steps to resolve issues on their end.
• Own incidents in your queue as part of the team's 24x7 coverage: triage promptly, communicate clearly with clients and internal stakeholders, and consistently hit your SLA, CSAT, and quality targets.
• Escalate effectively by partnering closely with other teams to get to a satisfactory resolution
• Maintain accurate documentation and build troubleshooting guides and knowledge base content, supporting both self-serve resolution for customers and onboarding for the team.
• Feed insights back to Product and Engineering
• Collaborate with Engineering on testing, monitoring, and alerting improvements, and support new feature rollouts and integrations as they ship.

Benefits

• Unlimited time off (minimum 10 days required)
• Flexible working environment (work from home or office)
• Stipend for home office setup
• Comprehensive health, dental and vision plans for you and your dependents (for US Rainmakers)
• 100% company subsidized life insurance plan (for US Rainmakers)
• 401(k) with a 4% company match
• Equity option plan
• Monthly stipend for health and wellness spending (e.g., gym memberships, fitness classes, massages, acupuncture)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed