Incident Support Associate
Core
Monitor local partner performance, identify approval-rate deviations, and coordinate timely incident response to protect payment performance for top merchants.
Role type
Incident Support Associate
Builds
Incident response workflows and monitoring/reporting processes
Domain
Fintech / Payments
Deliverable
dashboards & analysis
Required skills
Incident monitoring, escalation policy adherence, stakeholder communication, data analysis, SQL, automation mindset
Preferred skills
Portuguese language, scripting/integration experience
Technologies
Kibana, Looker, New Relic, SQL
Responsibilities
Monitor and supervise local partner performance, attend to monitoring alerts, follow escalation policies, analyze incident metrics, track incidents and communicate updates, coordinate with providers, investigate incidents with Operations and Customer Success, identify opportunities to automate monitoring and reporting
Seniority
Individual Contributor
