Technical Support Analyst

Technical Support Analyst

Rain makes the next generation of payments possible across the globe. We're a lean and mighty team of passionate builders and veteran founders. Our infrastructure makes stablecoins usable in the real-world by powering card transactions, cross-border payments, B2B purchases, remittances, and more. We partner with fintechs, neobanks, and institutions to help them launch solutions that are global, inclusive, and efficient. You will have the opportunity to deliver massive impact at a hypergrowth company that is funded by some of the top investors in fintech, crypto, and SaaS, including Sapphire Ventures, Norwest, Galaxy Ventures, Lightspeed, Khosla, and several more. If you're curious, bold, and excited to help shape a borderless financial future, we'd love to talk.

We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company.

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.

What you'll do:

• 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.

You are likely to succeed if you have:

• 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

Bonus attributes:

• 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.

Things that enable a fulfilling, healthy and happy experience at Rain:

Unlimited time off: Unlimited vacation can be daunting, so we require Rainmakers to take 10 days minimum for themselves.

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 have a stipend to create a comfortable atmosphere at home.

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 Rainmakers an equity option plan so we can all benefit from our success.

Health and Wellness: High performance begins from within. Rainmakers receive a monthly stipend to be used 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 offsites both domestically and internationally.