Technical Support Analyst

On-Site, Hyderabad - India, Full Time, Individual Contributor, 1 year of experience Who We Are At Yuno, we are building the payment infrastructure that enables all companies to participate in the global market. Founded by a team of seasoned experts in the payments and IT industries, Yuno provides a high-performance payment orchestrator. Our technology offers companies access to leading payment capabilities, allowing them to engage customers confidently and maintain global business operations with seamless payment integrations worldwide. Shape your future with Yuno! We are Orchestrating the best high-performing team! If you are a Technical Support Analyst ambitious and passionate about innovation, joining Yuno will allow you to transform your passion into real high-impact solutions, contributing to our global expansion. As a Technical Support Analyst you will be part of the Customer Success Engineering Team. 🟣 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.