Technical Support Analyst

Rain•New York, NY

9h•Remote

About The Position

We’re looking for Technical Support Analysts to help us deliver exceptional support for Rain’s platform and integrations. You’ll troubleshoot complex issues, assist internal and external partners, and ensure that our infrastructure and user experience remain seamless and reliable. Work at the intersection of technology and finance, solving real-world problems with global impact. Join a team of smart, driven operators building the future of payments infrastructure. Flexible, fully remote environment with opportunities for growth. Be part of a company shaping how stablecoins are used worldwide.

Requirements

3+ years of experience in technical support or product operations, ideally in fintech, SaaS, or payments
Strong analytical and problem-solving skills with a detail-oriented approach
Familiarity with APIs, data analysis, and debugging workflows
Experience using tools such as Zendesk, Jira, Notion, or SQL-based systems
Clear communication skills with the ability to translate technical information for non-technical users
Ability to prioritize effectively and manage multiple complex cases at once
A collaborative mindset and a passion for continuous learning

Responsibilities

Investigate and resolve advanced customer and partner issues related to Rain’s systems, APIs, and integrations
Analyze logs, dashboards, and transaction data to identify root causes and escalate issues when needed
Collaborate closely with Product, Engineering, and Compliance to resolve technical incidents
Maintain accurate documentation and create troubleshooting guides for recurring issues
Track trends and suggest improvements to prevent future issues
Support new feature testing, integrations, and platform updates as needed
Ensure all tickets and incidents meet internal SLAs and quality standards

Benefits

Unlimited time off 🌴 Unlimited vacation can be daunting, so we require Rainmakers to take at least 10 days off.
Flexible working ☕ We support a flexible workplace. If you feel comfortable at home, please work from home. If you’d like to work with others in an office, feel free to come in. We want everyone to be able to work in the environment in which they are their most confident and productive selves. New Rainmakers will receive a stipend to create a comfortable home environment.
Easy to access benefits 🧠For US Rainmakers, we offer comprehensive health, dental, and vision plans for you and your dependents, as well as a 100% company subsidized life insurance plan.
Retirement goals💡Plan for the future with confidence. We offer a 401(k) with a 4% company match.
Equity plan 📦 We offer every Rainmaker an equity option plan so we can all benefit from our success.
Rain Cards 🌧️ We want Rainmakers to be knowledgeable about our core products and services. To support this mission, we issue a card for our team to use for testing.
Health and Wellness 📚 High performance begins from within. Rainmakers are welcome to use their card for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!
Team summits ✨ Summits play an important role at Rain! Time spent together helps us get to know each other, strengthen our relationships, and build a common destiny. Expect team and company off-sites both domestically and internationally.

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