Technical Support Analyst

Rain offers a flexible, remote-friendly opportunity in New York, NY with strong support for growth and well-being. Expect an environment that prioritizes work-life balance, transparent communication, and a pathway to help fintech partners and customers succeed. You’ll benefit from unlimited time off, flexible working arrangements, comprehensive health plans, a company-subsidized life policy, a 401(k) with a generous match, an equity option, a health and wellness stipend, and regular team summits. Rain values collaboration, continuous learning, and a practical, impact-driven approach to solving complex API and platform challenges.

Responsibilities

• Investigate and resolve advanced issues affecting customers and partners across Rain’s platform, APIs, and integrations.
• Guide partners through troubleshooting of complex API integrations with clear, actionable steps they can apply on their end.
• Own incidents within the 24x7 support cycle: triage quickly, communicate clearly with clients and internal stakeholders, and consistently meet SLA, CSAT, and quality targets.
• Escalate effectively by coordinating with cross-functional teams to reach timely resolutions.
• Maintain accurate documentation and develop troubleshooting guides and knowledge base content to enable self-serve resolution and team onboarding.
• Share insights with Product and Engineering to drive product improvements.
• Work with Engineering on testing, monitoring, and alerting enhancements, and support new feature rollouts and integrations as they ship.

Requirements

• 3+ years in a technical, customer- or partner-facing support role, ideally within fintech, payments, SaaS, or other high-growth, API-first environments.
• Hands-on API product experience with comfort reading logs and writing SQL queries to investigate issues.
• Familiarity with support processes and case management best practices.
• Strong analytical and problem-solving abilities with a detail-oriented, root-cause mindset.
• Clear writing and communication skills.
• Ability to prioritize effectively and manage multiple complex cases concurrently.

Technologies

• SQL

Benefits

• Unlimited time off
• Flexible working
• Health, dental and vision plans
• Company-subsidized life insurance
• 401(k) with 4% company match
• Equity option plan
• Health and wellness stipend
• Team summits

Bonus attributes

• A strategic, collaborative, results-oriented approach with a genuine interest in payments or other fintech areas.
• A collaborative mindset, a passion for continuous learning, and a knack for building lasting relationships.
• Scripting or lightweight automation experience is a plus.

What enables a fulfilling, healthy and happy experience at Rain

• Unlimited time off
• Flexible working
• Easy to access benefits
• Retirement goals
• Equity plan
• Health and Wellness
• Team summits

Compensation

Annual compensation range: $50,000 to $999,999.