Technical Support Analyst

• Own the Pylon support queue during APAC hours, respond to merchant tickets within SLA, investigate issues, and drive them to resolution.
• Monitor production alerts and Datadog dashboards as the regional on-call NOC responder.
• Investigate payment issues end to end, including declines, pending transactions, webhook failures, provider errors, and routing questions.
• Communicate with Mandarin-speaking merchants and payment providers and document cases in English.
• Escalate confirmed platform bugs to Product and Engineering with reproducible evidence and clear impact.
• Advise merchants on provider configuration, testing, and best practices.
• Hand over open incidents to the next region.
• Contribute to runbooks, macros, and internal documentation.
• Identify recurring ticket and alert patterns and propose improvements.

• Fluent Mandarin Chinese (spoken and written) is mandatory.
• Professional working proficiency in English (written and spoken).
• Based in the APAC region with the legal right to work there.
• Working hours aligned to APAC business hours, with rotating on-call coverage.
• 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) and forming a hypothesis before escalating.
• Strong written communication.
• Calm under pressure, structured, and able to prioritize when several things break at once.
• Availability to work Saturdays and/or Sundays.
• Nice to have: experience in payments, observability tools, ticketing tools, basic SQL, additional APAC languages, and follow-the-sun or 24/7 support.

• Remote Work – You can work from everywhere!
• Home Office Bonus – A one-time allowance to help you create your ideal home office.
• Work Equipment
• Stock Options
• Health Plan wherever you are.
• Flexible Days Off