应用支持分析师
Application Support Analyst
职位描述：
在Paysend，我们正在打造全球支付的未来——让资金流动变得简单、快速且人人可及。作为应用支持分析师，你将在实现这一承诺中发挥关键作用，确保我们的平台稳定运行，客户可以无缝地发送和接收资金。
应用支持分析师负责整个交易生态系统的健康状况：调查单个交易和更广泛的流程异常，提前发现潜在问题，并推动解决B2C和企业产品线中的问题。你将处理大量实时支付数据，使用Oracle SQL、Postman、OpenSearch和Grafana等工具追踪交易、诊断根本原因，并确保关键支付服务平稳运行。
这个职位适合喜欢解决复杂问题、在快节奏环境中茁壮成长，并希望对全球数百万客户的体验产生实际影响的人。
职责内容：
- 使用Oracle SQL、Postman和OpenSearch分析和管理交易流程和单个交易
- 维护关键业务支付服务
- 与合作伙伴沟通交易流程
- 调查需要手动解析的交易，记录详细的根因分析，并相应更新交易状态
- 调查超过3天仍处于待处理状态的交易（付款和资金），必要时进行升级
- 提供及时的事件响应并创建/管理详细的事件报告
- 指导并协调其他负责解决问题的员工
- 当发现对方的问题时，直接与合作伙伴和银行沟通，包括报告、数据修正和文件加载差异
- 支持SAR对账问题，包括未匹配的交易、重复或缺失的报告数据、合作伙伴文件加载失败以及SAR与PDP平台之间的数据不一致
- 维护关键业务支付服务，使用Grafana和其他监控工具监控故障或性能下降
- 协调、部署和回滚发布
- 在每次发布后验证系统健康状况和图表
- 配置监控并检测支付服务中的问题和故障
- 根据调查结果，就支付处理操作做出明智决策
- 阅读并应用API文档
查看英文原文
About The Role:
At Paysend, we're building the future of global payments - making money movement simple, fast, and accessible for everyone. As an Application Support Analyst, you'll play a critical role in delivering on that promise by ensuring our platforms run reliably and our customers can send and receive money without interruption.
The Application Support Analyst owns the health of our transaction ecosystem end to end: investigating individual transactions and broader flow anomalies, detecting issues before they escalate, and driving them to resolution across both our B2C and Enterprise product lines. You'll work with large volumes of real-time payment data, using tools like Oracle SQL, Postman, OpenSearch, and Grafana to trace transactions, diagnose root causes, and keep critical payment services running smoothly.
This role is ideal for someone who enjoys solving complex problems, thrives in a fast-paced environment, and wants to make a tangible impact on the experience of millions of customers around the world.
What You'll Do (Responsibilities):
- Analyze and administer the transaction flow and individual transactions using Oracle SQL, Postman, and OpenSearch
- Maintain the business-critical payment services
- Interact with partners about transaction flows
- Investigate transactions flagged for manual parsing, document detailed root-cause analysis, and update transaction statuses accordingly
- Investigate transactions stuck in pending status (payouts and funding) for longer than 3 days and escalate as needed
- Provide prompt incident response and create/manage detailed incident reports
- Guide and coordinate other employees responsible for resolving incidents
- Communicate directly with partners and banks when an issue is identified on their side, including reporting, data corrections, and file-loading discrepancies
- Support SAR reconciliation issues, including unmatched transactions, duplicate or missing report data, partner file load failures, and data mismatches between SAR and the PDP platform
- Maintain business-critical payment services and monitor for faults or degraded performance using Grafana and other monitoring tools
- Coordinate, deploy, and roll back releases
- Verify system health and graphs following each release
- Provisioning monitoring and detection of problems and faults in payment services
- Make informed decisions regarding payment processing actions based on investigation findings
- Read and apply API documentation to troubleshoot partner integrations
What You Bring to the Team:
- Experience with collaboration tools (Slack, Google Workspace, Jira, Confluence)
- Bachelor's degree preferred
- Strong focus on problem-solving with the ability to investigate and resolve issues independently
- Ability to multitask and manage multiple concurrent incidents or requests under time pressure (including strict SLA windows)
- Basic knowledge of SQL is essential (Oracle SQL preferred)
- Experience with Grafana for monitoring and alerting
- Linux, network, or cloud administration experience
- Experience with OpenSearch is a plus
- Comfort working with API documentation (e.g., Postman) to investigate and troubleshoot integrations
- Ability to solve general operational issues with minimal supervision
- Advanced English language skills, both written and verbal, for partner and internal communication
What You’ll Need To Be Successful In This Role:
Essential Qualifications
- Basic skills in any programming language
- Basic understanding of financial processes and terminology relevant to the fintech industry
- Direct experience negotiating and communicating with banks, PSPs, and processors
- Experience working with Engineering, Product, Settlement, and Customer Support teams
- Comfort working in a fast-paced, high-volume transaction environment with shifting priorities
- Attention to detail when documenting incident root causes and reporting findings
Why Join Paysend?
· Make a Global Impact:
Join a company that is transforming how people and businesses move money around the world. Your work will contribute to products and services that help millions of customers stay connected globally.
· Own Meaningful Outcomes:
We empower our people to take ownership, make decisions, and drive real impact. You'll have the opportunity to shape solutions, challenge the status quo, and see the results of your work firsthand.
· Grow with Us:
As a fast-growing global fintech, we offer opportunities to learn, develop new skills, take on new challenges, and advance your career across functions and geographies.
· Collaborate with Exceptional People:
Work alongside talented colleagues from diverse backgrounds and disciplines who are united by a shared ambition to build, innovate, and deliver great outcomes for our customers.
· Move Fast and Make Things Happen:
We value action, curiosity, and continuous improvement. You'll be part of a culture that encourages experimentation, embraces change, and focuses on delivering meaningful results.
· Be Part of Our Journey:
We're building the future of the global money movement. Join us at an exciting stage of growth where your ideas, expertise, and contributions can help shape what's next.
Originally posted on Himalayas