Technical Support Analyst - APAC

3 weeks, 4 days ago
Full-time
Junior
DevOps and Infrastructure

Yuno

Yuno is a payment orchestration and financial infrastructure platform for global businesses. It centralizes payment methods, PSPs, fraud tools, routing, reconciliation, checkout, payouts, and other payment workflows through a single API.

Payment Processing Software
51-200
Founded 2022

Description

  • Own the Pylon support queue during APAC hours, meeting SLAs and driving merchant tickets to resolution.
  • Monitor Datadog dashboards and production alerts as the region’s Slack-based NOC responder.
  • Investigate payment declines, pending transactions, webhook failures, provider errors, and routing issues using logs, traces, and internal tools.
  • Communicate with Mandarin-speaking merchants and payment providers, documenting cases in English for global teams.
  • Escalate confirmed platform bugs to Product and Engineering with reproducible evidence and clear impact.
  • Advise merchants on provider configuration, testing, and payment best practices.
  • Hand over unresolved incidents clearly to the next regional team.
  • Create and maintain runbooks, macros, and internal documentation.
  • Identify recurring ticket and alert patterns and propose operational improvements.

Requirements

  • Fluent spoken and written Mandarin Chinese is mandatory.
  • Professional working proficiency in spoken and written English.
  • Based in APAC with legal authorization to work there and availability during APAC business hours, including rotating on-call coverage.
  • At least 2 years of experience in technical support, NOC, or similar operations roles within SaaS, fintech, or payments.
  • Ability to read logs and API requests and responses, including JSON, HTTP status codes, and webhooks.
  • Strong written communication for explaining technical issues to merchants and engineers.
  • Ability to remain calm, structured, and effective when prioritizing multiple incidents.
  • Availability to work Saturdays and/or Sundays as part of 24/7 coverage.
  • Payments experience with acquirers, PSPs, card schemes, 3DS, chargebacks, or APAC payment methods is preferred.
  • Experience with Datadog, Grafana, Kibana, Pylon, Zendesk, Intercom, or Jira is preferred; basic SQL and additional APAC languages are also advantageous.

Benefits

  • Competitive compensation.
  • Fully remote work.
  • One-time home office allowance.
  • Work equipment provided.
  • Stock options.
  • Health plan.
  • Flexible days off.

Interested in this position?

Apply directly on the company website

Apply Now

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