Key Responsibilities

📍Incident & case handling 📍Triage and resolve fiat product issues (bank transfer, local rails, card, payout/collection), including stuck/failed transactions, status mismatches, reversals, refunds, and reconciliation discrepancies. 📍Own end-to-end investigation: reproduce issues, collect logs/evidence, identify root cause, and coordinate fixes with Engineering/Product. 📍Manage escalations for high-severity cases and partner-impacting outages; provide clear user/partner updates and ETAs. 📍Partner / payment rail support 📍Work with PSPs, banks, and other fiat partners to diagnose connectivity, settlement, and callback/webhook issues. 📍Validate partner integrations (API requests/responses, signature/auth failures, idempotency handling, error codes, retries, and timeouts). 📍Support onboarding and ongoing operations for new fiat rails and country launches (configuration checks, test transactions, rollout readiness). 📍Operational excellence 📍Improve troubleshooting playbooks and internal tooling; document known issues, workaround steps, and escalation paths. 📍Drive post-incident reviews (RCA) and track corrective/preventive actions. 📍Monitor key service health signals and raise anomalies early (failure rates, latency, chargebacks, refunds, reconciliation breaks), 📍Compliance & risk coordination 📍Coordinate with Compliance/Risk teams on cases involving KYC/AML triggers, sanctions screening, fraud indicators, chargebacks, and suspicious patterns. 📍Ensure sensitive data is handled appropriately and processes follow internal policies.

Required Qualifications

📍2+ years experience in technical support / operations / incident response for fintech, payments, banking, or exchange products. 📍Hands-on troubleshooting skills with APIs and transaction systems: HTTP, JSON, webhooks, error codes, retries, idempotency. 📍Strong data and investigation ability: reading logs, analyzing transaction lifecycles, using SQL/spreadsheets to validate reconciliation results. 📍Familiarity with fiat payment concepts: authorization vs capture, settlement, refunds/reversals, chargebacks, payout vs collection, cut-off times. 📍Excellent written communication for user/partner updates and internal incident coordination.

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