Paysend is a global FinTech disruptor. Listed in the FT 1000: Europe’s Fastest Growing Companies of 2023.
Application Support Analyst
Location
Guatemala
Posted
6 days ago
Salary
0
Seniority
Senior
Job Description
Application Support Analyst
Paysend
• Analyze and administer the transaction flow and individual transactions using Oracle SQL, Postman, and OpenSearch • Maintain the business-critical payment services • Interact with partners about transaction flows • Investigate transactions flagged for manual parsing, document detailed root-cause analysis, and update transaction statuses accordingly • Investigate transactions stuck in pending status (payouts and funding) for longer than 3 days and escalate as needed • Provide prompt incident response and create/manage detailed incident reports • Guide and coordinate other employees responsible for resolving incidents • Communicate directly with partners and banks when an issue is identified on their side, including reporting, data corrections, and file-loading discrepancies • Support SAR reconciliation issues, including unmatched transactions, duplicate or missing report data, partner file load failures, and data mismatches between SAR and the PDP platform • Maintain business-critical payment services and monitor for faults or degraded performance using Grafana and other monitoring tools • Coordinate, deploy, and roll back releases • Verify system health and graphs following each release • Provisioning monitoring and detection of problems and faults in payment services • Make informed decisions regarding payment processing actions based on investigation findings • Read and apply API documentation to troubleshoot partner integrations
Job Requirements
- Experience with collaboration tools (Slack, Google Workspace, Jira, Confluence)
- Bachelor's degree preferred
- Strong focus on problem-solving with the ability to investigate and resolve issues independently
- Ability to multitask and manage multiple concurrent incidents or requests under time pressure (including strict SLA windows)
- Basic knowledge of SQL is essential (Oracle SQL preferred)
- Experience with Grafana for monitoring and alerting
- Linux, network, or cloud administration experience
- Experience with OpenSearch is a plus
- Comfort working with API documentation (e.g., Postman) to investigate and troubleshoot integrations
- Ability to solve general operational issues with minimal supervision
- Advanced English language skills, both written and verbal, for partner and internal communication.
Benefits
- Make a Global Impact: Join a company that is transforming how people and businesses move money around the world.
- Own Meaningful Outcomes: We empower our people to take ownership, make decisions, and drive real impact.
- Grow with Us: As a fast-growing global fintech, we offer opportunities to learn, develop new skills, take on new challenges, and advance your career across functions and geographies.
- Collaborate with Exceptional People: Work alongside talented colleagues from diverse backgrounds and disciplines.
- Move Fast and Make Things Happen: We value action, curiosity, and continuous improvement.
- Be Part of Our Journey: We're building the future of the global money movement.
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