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.

What you will do

• 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.

What we are looking for

Must have

• Fluent Mandarin Chinese (spoken and written) is mandatory. You will handle merchant and provider conversations in Mandarin daily.

• Professional working proficiency in English (written and spoken). All internal communication and documentation is in English.

• Based in the APAC region with the legal right to work there. Working hours are 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: you can explain a technical problem to a merchant clearly and summarize it for an engineer precisely.

• Calm under pressure, structured, and able to prioritize when several things break at once.

Nice to have

• Experience in payments: acquirers, PSPs, card schemes, 3DS, chargebacks, or alternative payment methods common in APAC (Alipay, WeChat Pay, GrabPay, PayNow, UnionPay, etc.).

• Experience with observability tools (Datadog, Grafana, Kibana) and ticketing tools (Pylon, Zendesk, Intercom, Jira).

• Basic SQL for data lookups.

• Cantonese, Japanese, Korean, or other APAC languages.

• Experience in a follow-the-sun or 24/7 support model.

How we work

• Small, global Support & NOC team distributed across LATAM, Europe, and APAC. You will be our anchor in the region.

• Slack-first culture. Alerts, escalations, and on-call all happen in Slack.

• We measure ourselves on response time, resolution quality, and how much we reduce repeat issues.

• You will have direct access to Engineering, Product, and Implementation teams. Escalations are welcome when they are well documented.

• Availability to work Saturdays and/or Sundays since the goal is to cover the smissing shift and have a 24/7 support team.