Technical Support Analyst - APAC
New
Y
YunoFintech
Based in the APAC region, APAC business hours, with rotating on-call coverage (including Saturdays and/or Sundays)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Fluent Mandarin Chinese (spoken and written) and professional working proficiency in English (written and spoken).
- Experience
- 2+ years
- Required Skills
- SQLRESTful APIsJSONTechnical support
Requirements
- Fluent Mandarin Chinese (spoken and written).
- Professional working proficiency in English (written and spoken).
- 2+ years in technical support, NOC, or a similar operations role for a SaaS, fintech, or payments product.
- Comfortable reading logs and API requests and responses (JSON, HTTP status codes, webhooks).
- Strong written communication skills.
- Ability to stay calm under pressure, structured, and prioritize effectively.
- Availability to work APAC business hours, including Saturdays and/or Sundays.
- Experience in payments (acquirers, PSPs, card schemes, 3DS, chargebacks, alternative payment methods) is a plus.
- Experience with observability tools (Datadog, Grafana, Kibana) and ticketing tools (Pylon, Zendesk, Intercom, Jira) is a plus.
- Basic SQL skills for data lookups is a plus.
- Knowledge of other APAC languages like Cantonese, Japanese, or Korean is a plus.
Responsibilities
- Own the support queue (Pylon) during APAC hours: respond to merchant tickets within SLA, investigate, and drive them to resolution.
- Monitor production alerts and dashboards (Datadog) and act as the on-call NOC responder for the region.
- Investigate payment issues end to end: declines, pending transactions, webhook failures, provider errors, and routing questions, using logs, traces, and internal data tools.
- Communicate with Mandarin-speaking merchants and payment providers in their language, and document everything in English for the global team.
- Escalate confirmed platform bugs to the Product and Engineering teams using our escalation template, with reproducible evidence and clear impact.
- Advise merchants on provider configuration, testing, and best practices.
- Hand over open incidents cleanly to the next region at the end of your shift.
- Contribute to runbooks, macros, and internal documentation.
- Spot recurring patterns across tickets and alerts and turn them into improvement proposals.
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