layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Technical Support Analyst at Rain | LAYIQ

Investigate and resolve advanced customer and partner issues across Rain's systems, APIs, and integrations.
Troubleshoot complex API integrations directly with partners, walking them through clear steps to resolve issues on their end.
Own incidents in your queue as part of the team's 24x7 coverage: triage promptly, communicate clearly with clients and internal stakeholders, and consistently hit your SLA, CSAT, and quality targets.
Escalate effectively by partnering closely with other teams to get to a satisfactory resolution
Maintain accurate documentation and build troubleshooting guides and knowledge base content, supporting both self-serve resolution for customers and onboarding for the team.
Feed insights back to Product and Engineering
Collaborate with Engineering on testing, monitoring, and alerting improvements, and support new feature rollouts and integrations as they ship.
You are likely to succeed if you have: 3+ years of experience in a technical, customer- or partner-facing support role — ideally in fintech, payments, SaaS, or another high-growth, API-first environment.
Hands-on experience with API products, plus comfort reading logs and writing SQL queries to investigate issues
Familiarity with support processes and case management best practices
Strong analytical and problem-solving skills, with a detail-oriented, root-cause mindset.
Clear writing and communication skills
Ability to prioritize effectively and manage multiple complex cases at once
Bonus attributes: A strategic, collaborative, results-oriented approach, and a genuine interest in payments or other areas of fintech.
A collaborative mindset, a passion for continuous learning, and a knack for building long-lasting relationships.
scripting or lightweight automation experience is a plus.
Things that enable a fulfilling, healthy and happy experience at Rain: Unlimited time off
🌴 Unlimited vacation can be daunting, so we require Rainmakers to take 10 days minimum for themselves.
Flexible working
☕ We support a flexible workplace – work from home, come into an office, or both. We want everyone to work in an environment where they're their most confident and productive selves. New Rainmakers receive a stipend to set up a comfortable home workspace.
Easy to access benefits
🧠 For US Rainmakers, we cover 95% of your health, dental, and vision plan costs and 90% for your dependents, plus a 100% company-subsidized life insurance plan.
Retirement goals
💡 Plan for the future with confidence. We offer a 401(k) with a 4% company match.
Equity plan
📦 Every Rainmaker gets an equity option plan so we all benefit from our success.
Health and Wellness
📚 High performance begins from within. Rainmakers receive a monthly stipend to be used for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!
In-office meals
🍜 Rainmakers working from the office enjoy lunch and dinner on us, covered with a DoorDash credit.
Team summits
✨ Summits play an important role at Rain. Time together helps us build relationships and a common destiny. Expect team and company offsites, both domestic and international.

Technical Support Analyst

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