• Have handled customer support in a technical capacity. • Worked on a remote team of 5-10 people. • Written scripts to figure out why some technical thing is not working. • Managed refunds, credits and charges in Stripe. • Lead a customer support team in a technical capacity.

• Provide essential Tier 1 support to customers in a professional and customary manner. • Answer inbound tech support calls and make outbound calls to customers as needed. • Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems. • Keep detailed notes of all work performed on customers’ peripherals. • Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner. • Maintain 90% QA (quality assurance) ratings. • Work on other ongoing and short-term projects as outlined by management.

• Implement and maintain a robust real-time monitoring system that ensures full visibility into critical workflows before incidents escalate • Provide top support to clients, acting as the main line of defense to address issues, answer queries, and escalate critical incidents when necessary • Assist backend teams with scripting, bug reproduction, log analysis, and basic API testing • Create and standardize operational processes that enable scalability and consistent service quality • Analyze recurring issues and propose data-driven improvements to position the NOC as a strategic function • Ensure continuous operational coverage with well-structured shift handovers • Participate in some development activities to build hands-on backend knowledge • Identify gaps in current tools and workflows and bring solutions to the table

• Lead strategic conversations with business and engineering teams to address reporting challenges, enhance business processes, and define high-impact initiatives • Manage, mentor, and guide junior business analysts, fostering their development and aligning team efforts with organizational goals • Drive project planning, scheduling, and monitoring to ensure projects are delivered on time, within budget, and with high quality • Serve as the primary liaison between technical and non-technical teams, ensuring alignment, clarity, and consistent communication • Analyze complex business and reporting challenges and translate them into actionable technical solutions, including requirements definition, data modeling, dbt development, SQL analysis, and reporting design • Champion process improvements, organizational alignment, and strategic decision-making • Partner with Data Engineering, Analytics, and Finance teams to design, develop, test, and maintain dbt models that support operational, financial, and bank reporting requirements • Write, optimize, validate, and troubleshoot complex SQL queries used for regulatory, bank partner, executive, and operational reporting • Translate business and regulatory reporting requirements into scalable data models, metrics definitions, and reporting datasets while ensuring data accuracy, consistency, and auditability • Perform data analysis, reconciliation, and validation activities to ensure reporting outputs meet business, compliance, and banking partner requirements • Collaborate with engineering teams to establish data quality standards, testing frameworks, and documentation for reporting and analytics solutions