Technical Support Analyst - APAC
Core
First-line technical support and NOC agent for a global payments infrastructure platform, handling merchant issues, payment failures, and production alerts during APAC hours.
Role type
Senior IC Technical Support Analyst / NOC Agent
Builds
Global payments infrastructure connecting merchants, banks, and wallets to 1,000+ payment methods
Domain
Fintech / Payments / Global Commerce
Deliverable
client delivery
Required skills
Fluent Mandarin Chinese (spoken and written), English (professional working proficiency), log analysis, API debugging (JSON, HTTP, webhooks), incident triage, stakeholder communication, documentation
Preferred skills
Payments domain knowledge (acquirers, PSPs, card schemes, 3DS, chargebacks, Alipay, WeChat Pay), observability tools (Datadog, Grafana, Kibana), ticketing systems (Pylon, Zendesk, Jira), basic SQL
Technologies
Datadog, Pylon, Slack, JSON, HTTP, Webhooks
Responsibilities
Respond to and resolve merchant tickets within SLA, monitor production alerts and act as on-call NOC responder, investigate payment issues end-to-end, escalate confirmed platform bugs with reproducible evidence, advise merchants on provider configuration and best practices, hand over incidents to the next region, contribute to runbooks and documentation, identify recurring patterns for process improvement
Seniority
Mid-level, hands-on IC