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About the Role
Rain is building the next generation of global payments, and you will play a key role in delivering exceptional support for our platform and integrations. You'll work directly with partners to troubleshoot complex API integrations, analyze logs, and query data to resolve issues impacting real-time financial transactions. This role offers the opportunity to collaborate across multiple teams and contribute to the continuous improvement of Rain's products and services.
Responsibilities
- Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
- Troubleshoot complex API integrations directly with partners, providing clear guidance for resolution.
- Own incidents within the team's 24x7 coverage, including prompt triage, clear communication with clients and stakeholders, and meeting SLA, CSAT, and quality targets.
- Effectively escalate issues by collaborating with other teams to achieve satisfactory resolutions.
- Maintain accurate documentation and create troubleshooting guides and knowledge base content.
- Provide insights to Product and Engineering teams.
- Collaborate with Engineering on testing, monitoring, and alerting improvements, and support new feature rollouts and integrations.
Requirements
- 3+ years of experience in a technical, customer- or partner-facing support role, preferably in fintech, payments, SaaS, or an API-first environment.
- Hands-on experience with API products.
- Comfort reading logs and writing SQL queries for issue investigation.
- Familiarity with support processes and case management best practices.
- Strong analytical and problem-solving skills with a detail-oriented, root-cause analysis approach.
- Clear writing and communication skills.
- Ability to prioritize effectively and manage multiple complex cases simultaneously.
Skills
- API products
- Reading logs
- Writing SQL queries
- Support processes
- Case management
- Analytical skills
- Problem-solving skills
- Detail-oriented
- Root-cause analysis
- Clear writing
- Communication skills
- Prioritization
- Case management
- Scripting
- Lightweight automation
Location
- Remote
Work Type
- Full-time
- Remote
- Hybrid
Experience Level
- 3+ years
Benefits
- Unlimited time off (minimum 10 days required)
- Flexible working environment
- Stipend for home office setup
- Comprehensive health, dental, and vision plans
- 100% company-subsidized life insurance
- 401(k) with 4% company match
- Equity option plan
- Monthly stipend for health and wellness expenses
- Team summits and offsites
About the Company
- Rain makes the next generation of payments possible across the globe.
- We are 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 global, inclusive, and efficient solutions.
- We are funded by top investors in fintech, crypto, and SaaS, including Sapphire Ventures, Norwest, Galaxy Ventures, Lightspeed, and Khosla.
- We believe in an open and flat structure, allowing team members to grow into roles that align with their goals.
- Our team members have the freedom to explore ideas and impact the company's roadmap and vision.