Technical Support Analyst

Rain is a venture-backed fintech with a mission to enable billions of people to reach financial freedom. Our first product gives employees instant access to their earned wages, enabling people to start their journey to financial success. Rain is the fastest-growing startup in the category and was incubated with QED Capital, a top fintech venture fund.

We are looking for an L3 support analyst to work with our Employer Success escalated support team. You will help us to solve problems at a low level, trying to solve root causes in our code, as well as directing possible problems to the responsible teams. We want your help to ensure our users get the help they need and that we have an efficient process that can scale as we grow. You will work closely with other Support Analysts, Scrum Masters, and Engineers from all of our teams to support our US operation.

Responsibilities

• Interact with business area and level 2 support to understand and clarify escalated tickets.
• Modify/maintain existing code to correct errors and/or improve our code performance.
• Classify, monitor, and organize tickets according to the root cause and other variables.
• Provide documentation and take other proactive actions to prevent new tickets to be escalated.
• Provide input for teams on common issues and requirements for better support (e.g. better logging).

Skills and Qualifications

• Great verbal and written communication skills
• English fluency
• Great level of organization, discipline and analytical thinking to diagnose complex issues
• Proven work experience diagnosing technical issues and interacting with support and engineering teams
• Proficient knowledge of back-end programming languages, Go / Golang and Python mainly
• Solid understanding of REST API design and development with experience building REST APIs 
• Experience with API security standards and implementation (OAuth)
• Good experience with API frameworks
• Integration of multiple data sources and databases into one system
• Experience with AWS as a cloud provider

Nice to Have

• Experience with Jira as a ticketing system
• Previous experience in startups
• Previous experience in fintech or other financial services companies

Who We Are:

Rain is filled with people with a deeply rooted passion for our mission, who embrace diversity throughout our global team, and grow personally and professionally. We own what we do and let data guide our actions while working quickly and adapting to new challenges everyday. 

As part of our dedication to the diversity of our workforce, Rain is committed to Equal Employment Opportunity and does not discriminate based on race, religion, color, national origin, ethnicity, gender, sex (including pregnancy), protected veteran status, age, disability, sexual orientation, gender identity, gender expression, or any unlawful criterion existing under applicable federal, state, or local laws. If you need assistance or accommodation due to a disability, you may contact us at [email protected].