Application Support Analyst

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'll Need To Be Successful In This Role:

• Experience with collaboration tools (Slack, Google Workspace, Jira, Confluence)
• 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
• 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)
• Ability to solve general operational issues with minimal supervision
• Bachelor's degree preferred
• Advanced English language skills, both written and verbal, for partner and internal communication

Essential Qualifications

• Basic skills in a 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.