Technical Support Analyst - APAC

We are hiring a Support & NOC Agent based in APAC to extend our follow-the-sun coverage and to serve our growing base of Mandarin-speaking merchants and payment providers in the region. You will be the first line of response for merchant issues and platform alerts during APAC hours: triaging tickets, monitoring production health, investigating payment failures, and escalating to Engineering with clear, well-documented context.

This is a hands-on, operations-first role. You will work with logs, traces, and payment data every day, and you will own the merchant relationship from the moment an issue lands until it is resolved.

• 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. On-call is fully Slack-based; no phone paging.
• 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 (China, Hong Kong, Taiwan, Singapore, and the wider region) 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. Support recommends and guides; implementation and provider setup are owned by the KAM and Implementation teams.
• Hand over open incidents cleanly to the next region at the end of your shift.
• Contribute to runbooks, macros, and internal documentation so the team gets faster every week.
• Spot recurring patterns across tickets and alerts and turn them into improvement proposals.