Must have

• SLA

• API

• System analysis

• English (C1)

Nice to have

• .NET

• Unix

• Linux

• Degree

• ITIL

• PMP

• Oracle

• Visual Studio

Requirements description

Requirements

• Advanced command of English (B2+/C1 level or higher) – written and verbal.
• 1–2+ years of experience in technical support, business/system analysis, or similar client-facing role.
• Hands-on experience working with APIs and tools like Postman.
• Willingness to work during US business hours (14:00–22:00 Polish time).
• Solid understanding of software systems and ability to translate technical issues into business language.
• Basic programming or scripting knowledge
• Familiarity with UNIX/Linux environments is a plus.
• Prior exposure to payment systems, credit card processing, or financial software is a strong advantage.
• Bachelor’s degree in Information Technology or related technical field.

Nice to Have

• Experience in financial services software programming, configuration, or certification processes.
• Knowledge of ITIL or PMP practices/certifications.
• Exposure to tools such as Oracle PL/SQL, Microsoft Visual Studio, or VB.NET.
• Familiarity with licensing models like Prime Licensing Code.

Offer description

About the Role

We are looking for a Technical Support Analyst to join a global team supporting clients in the financial services sector, primarily based in the US. This is aclient-facing, technically-oriented role, combining elements of application support, API-level troubleshooting, business analysis, and release coordination.

You won’t be building systems from scratch – your focus will be on maintaining and enhancing existing financial platforms by identifying issues, proposing improvements, and ensuring seamless integration and system performance.

This position is ideal for someone who is detail-oriented, technically capable, and confident in communicating with clients and internal stakeholders.

This role requires afternoon working hours (14:00 - 22:00).

Your responsibilities

1. Maintain strong technical knowledge of assigned clients’ environments and configurations.
2. Provide first-line support and act as a technical escalation point for client issues (including occasional 24/7 on-call rotation).
3. Monitor SLA compliance and ensure timely and accurate issue resolution.
4. Collaborate with managers and technical teams to identify opportunities for solution improvements and additional services.
5. Analyze business requirements and contribute to documentation, integration efforts, and API troubleshooting.
6. Participate in release management processes, including compliance reviews and client-side audits (e.g., PCI).

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