About the team

As Company’s user base and global footprint grows dramatically, we have distinctly unique support problems resulting from both our type of scale and the type of businesses we partner with. The Company Delivery Center (SDC) strategy will provide operational leverage and expand Company’s portfolio of operational capabilities to support the scaled needs for external users and internal Company teams.

At Company, our Mexico City office is a vibrant hub at the forefront of our mission to reshape the financial landscape for businesses worldwide. Our team prioritizes collaboration, innovation, and excellence. As a member of the Mexico City team, you'll be part of a mission-driven community dedicated to enhancing the global economy and increasing the GDP of the internet. We strive for excellence by creating with craft and beauty, while having fun and celebrating our successes together.

We cultivate a culture of collaboration, inclusivity and support where every team member’s voice matters. Our commitment shines through as we handle over a million support cases each year, empowering our users not just to solve problems but to achieve their goals.

• What you’ll do

As an analyst on the Payments Health Operations team you will be charged with monitoring and maintaining payments performance for Company’s largest users. This will include triaging, investigating, and responding to detected regressions in authentication and cost rates, providing in depth analysis of performance degradations, answering queries from our product support and technical account management team, and engagement with users and other teams at Company to help ensure our users are maximizing their acceptance rates, and minimizing their costs and fraud.

You will work at the core of Company's platform, ensuring the reliability of our payments stack and the health of the broader ecosystem. Technical Operations roles in Payments are a dynamic and key component of Company's success. Focused on financial partner integrations and funds flow expansion, we sit at the intersection of product/platform engineers and financial partners, connecting them to ensure that everyone thrives and nothing is lost in translation.

• Monitor authorization rates and performance for large users, responding to alerts of degradation, triaging and investigating the cause, and communicating your findings to the account team, banking partners, and card networks.
• Analyze cost checkers to ensure our cost models accuracy.
• Respond to performance inquiries from technical account managers, product support teams, and other internal Company teams.
• Interface with Company’s financial partners across the world to communicate operational breakages and help drive resolutions.
• Provide fast, accurate responses to complex support inquiries from partners.
• Partner with internal and external teams to validate the accuracy of Company’s financial data.
• Introduce data and process efficiencies to meet the scale and speed of Company.
• Identify and automate inefficient operational processes to reduce manual workloads.
• Who you are
• We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.
• Have at least 1 year experience in a technical role, with experience in writing SQL queries to query relational databases.
• Have experience navigating the nuanced complexity of financial systems and solving large scale, technical challenges.
• Have strong analytical skills to investigate, prioritize, and identify the root cause of issues.
• Have experience managing communications and workflows with technical and non-technical teams across internal and external stakeholders.
• Are comfortable operating independently and thrive in a fast-paced environment to deliver results, with an ability to establish priorities and reliably execute against time-sensitive deadlines.
• Have experience identifying and triaging technical issues.
• Demonstrated track record of process improvement and proactive problem solving.
• Excellent written and verbal communication skills in both English and Spanish.
• Payments expertise (working with financial partners, optimizing processing errors, managing payment costs).
• Experience operating in a high growth technology company.
• Python or Scala knowledge.