Technical Support Analyst
Rain helps users buy, sell, and swap cryptocurrencies with regulated custody, bank-grade security, and 24/7 support across web and mobile.
Funding history
Projects
About Rain
Rain is a centralized crypto platform for retail and business users to buy, sell, and swap digital assets. The platform is licensed by the Central Bank of Bahrain and ADGM’s FSRA, offers cold storage custody, and provides bilingual 24/7 human support. Users can manage portfolios, use advanced trading with charts and order types, and access an OTC desk for large orders. The service includes clear fees, verification, and mobile apps.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will investigate and resolve advanced customer and partner issues across systems, APIs, and integrations. You will troubleshoot API integrations, manage incident triage and communications, maintain knowledge-base content, and collaborate on testing, monitoring, alerting, and feature rollouts.
Requirements
- 3+ years of experience in a technical customer-facing or partner-facing support role
- Experience with API products
- Ability to read logs and write SQL queries
- Knowledge of support processes and case-management best practices
- Analytical and problem-solving skills
- Writing and communication skills
- Ability to prioritize and manage multiple complex cases
Responsibilities
- Investigate and resolve customer and partner issues across systems, APIs, and integrations
- Troubleshoot complex API integrations with partners
- Manage incident triage, client communications, and SLA, CSAT, and quality targets
- Escalate issues to appropriate internal teams
- Maintain documentation, troubleshooting guides, and knowledge-base content
- Feed support insights to Product and Engineering
- Collaborate on testing, monitoring, alerting, feature rollouts, and integrations
Benefits
- Unlimited vacation with a 10-day minimum
- Flexible work arrangement
- Home-office stipend
- Health, dental, and vision plans for US employees and dependents
- Company-subsidized life insurance for US employees
- 401(k) with a 4% company match
- Equity option plan
- Monthly health and wellness stipend
- Domestic and international team and company offsites