Technical Support Analyst

Who We Are

🟣 Your challenge at Yuno

• Monitor our real-time monitoring system to proactively identify and address potential incidents before they escalate, ensuring minimal impact on clients.
• Provide Level 1 and Level 2 technical support for client requests, acting as the first line of defense to resolve issues, answer queries, and escalate critical incidents to internal teams when necessary.
• Operate as part of a 24/7 global team, ensuring continuous coverage, timely responses, and effective incident management.
• Assess the nature and urgency of technical issues to determine the appropriate resolution path.
• Communicate technical matters in a clear and understandable way to both technical and non-technical stakeholders.
• Log and categorize all client interactions and incidents accurately, contributing to an organized and searchable knowledge base.
• Collaborate closely with Product, Engineering, and Implementation teams to resolve escalated issues and share insights for process improvements.
• Suggest enhancements to monitoring workflows, operational processes, and client communication strategies.
• Participate in on-call duties, incident reports, and post-mortem analysis to drive continuous improvement.
• Ensure key performance metrics (SLAs, CSAT, Time to Solve) are consistently met and support queues are well-managed.
• Assist backend teams with tasks such as scripting, bug reproduction, log analysis, or basic API testing, while participating in development activities to build backend knowledge.

🟣 Skills you need

Minimum Qualifications

• 1+ year of experience in a client-facing technical support role (Level 1 or Level 2), preferably in SaaS, fintech, or payment technologies.
• knowledge of monitoring tools.
• Understanding of APIs, with the ability to troubleshoot API calls, read JSON payloads, and assist clients with basic integration or connectivity issues.
• Basic coding/scripting knowledge (e.g., Python, JavaScript, or similar) to debug simple issues, interpret code snippets, and collaborate effectively with engineering teams.
• Strong, creative problem-solving skills with an analytical mindset.
• Ability to maintain composure and effectively prioritize in high-pressure or urgent situations.
• Driven by innovation, collaboration, and the opportunity to make a positive impact.
• Accountability — taking ownership of situations and being responsible for outcomes.
• Focus — meeting and exceeding current role expectations before launching new initiatives.
• Fluent in English.

🟣 What we offer at Yuno

• Competitive Compensation.
• Work equipment.
• Health Plan wherever you are.
• Flexible Days off.
• Language, Professional and Personal growth courses.