Application Support Analyst- Fintech

Location: Guatemala; San Jose, Costa Rica Workplace: fully About The Role: 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, supporting release deployments and post-release system verification, and driving incidents 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): Transaction Administration: Analyze, track, and manage end-to-end payment transaction flows using Oracle SQL, Postman, and OpenSearch. System & Performance Monitoring: Maintain business-critical payment services, track SLA windows, and actively monitor system health using Grafana and related tools. Incident Management & Resolution: Conduct incident response efforts, including root-cause investigations, documentation of incident reports, and coordination of cross-functional teams to resolution. Stuck & Flagged Transaction Handling: Resolve transactions flagged for manual parsing and investigate payouts or funding stuck in pending status (>3 days), updating statuses or escalating as needed. Partner & Bank Communication: Serve as a point of contact for partners and banks to resolve processing issues, file-loading discrepancies, and data reporting corrections. SAR & PDP Reconciliation: Troubleshoot SAR reconciliation issues, including unmatched transactions, missing/duplicate report data, and platform data mismatches. Releases & Deployment: Coordinate, execute, and roll back service releases, verifying post-release system health and performance graphs. What You Bring to the Team: Problem-solving mindset with the drive to investigate novel issues and determine solution steps independently Technical Troubleshooting: Practical experience using SQL for data querying, alongside Postman to read API documentation and debug partner integrations. Monitoring & Operations: Basic Linux, network, or cloud administration experience. Incident & Escalation Management: Ability to manage concurrent, time-sensitive incidents under strict SLA windows, moving from root-cause analysis to final resolution. Cross-Functional Collaboration: Experience interfacing with external entities (banks, PSPs, processors) and internal stakeholders (Engineering, Settlement, Customer Support). Programming Literacy: Basic skills in any programming language to read code, run scripts, or inspect data payloads. Communication Skills: Advanced written and verbal English skills for managing communications with internal teams and external financial partners. Nice To Have Experience working directly with OpenSearch for log and transaction analysis. Hands-on experience with team collaboration tools (Slack, Google Workspace, Jira, Confluence). Domain knowledge in financial workflows, payment lifecycles, and core fintech terminology. Bachelor's degree in Computer Science, Information Systems, or a related operational field. 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.