{"id":681529,"url":"https://alion.io/job/2c2p-senior-analyst-technical-bank-client-support","title":"Senior Analyst, Technical Bank Client Support","company":{"id":49560,"name":"2C2P","domain":"2c2p.com","url":"https://alion.io/company/2c2p","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":73,"open_postings":41,"ghost_share":0.366,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":93,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bangkok, Thailand"],"countries":["TH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":27000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"OpenSearch","optional":false},{"name":"Postman","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-07-07T00:00:00Z","employer_posted_date":"2026-07-07","last_verified_at":"2026-10-19T00:03:17Z","board_verified":true,"closed_at":null,"days_open":104,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":103},"description":"Working Location: Empire Tower (100% onsite, accessible via BTS Chong Nonsi)\nBank Client Support (BCS) serves as the primary technical liaison between the company and banking partners. This role is responsible for managing technical relationships, supporting operational stability, coordinating incident management, and ensuring smooth collaboration between banks and internal teams. The BCS acts as a trusted advisor to bank clients by providing proactive communication, technical guidance, performance monitoring, and continuous service improvement. The role may also support technical onboarding activities for newly onboarded banks when required.\nJob Highlights\nAct as the primary technical point of contact for bank clients\nSupport technical onboarding activities for newly onboarded banks when required\nProactively monitor payment and transaction performance, identify issues, and drive improvement initiatives\nManage incident communication and coordinate resolution with internal and external stakeholders\nDrive Quarterly Business Reviews (QBRs) and strengthen long-term relationships with banking clients\nCollaborate cross-functionally with Product, Engineering, NOC, Operations, and external partners\nBe available outside standard office hours to support critical production or high impacted incidents affecting bank clients, including on-call coverage as required\nKey Responsibilities\nBank Client Management\nAct as the primary technical point of contact for assigned bank clients\nBuild strong relationships with bank stakeholders and maintain regular technical communication\nSupport technical onboarding activities for newly onboarded banks, including setup coordination, testing support, and production readiness validation when required\nConduct client sessions on integration flow, operational processes, and troubleshooting procedures\nTechnical Support & Incident Management\nAct as the first line of technical communication for production incidents affecting bank clients\nConduct hands-on technical investigation of issues raised by bank clients - including querying transaction and log data, analyzing error patterns, and using monitoring tools (Datadog, OpenSearch) to identify root cause - before determining whether escalation to Engineering or Product is required\nEscalate incidents beyond individual technical scope or outside coverage availability to the appropriate internal team (Products, Development, Infra, DevOps) following defined escalation procedures, ensuring continuity of client communication throughout\nCoordinate with internal teams and external partners for incident investigation, root cause analysis (RCA), and mitigation plans\nMonitor payment channel and transaction performance (success rate, decline patterns, error codes) and propose optimization opportunities\nCommunicate planned maintenance, incidents, risk notifications, and resolutions to clients proactively\nEnsure timely follow-up and resolution under defined SLA commitments\nRelationship Management & Continuous Improvement\nCollect client feedback and collaborate internally for system improvements and service enhancements\nOrganize and lead Quarterly Business Reviews (QBRs) to present performance metrics, incident trends, and improvement initiatives\nIdentify operational risks, recurring issues, and improvement opportunities to enhance overall client experience\nCollaborate closely with Product, Engineering, Operations, NOC, and other internal stakeholders to drive service excellence\nProvide on-call coverage outside standard office hours to support critical production or high impacted incidents affecting bank clients and coordinate issue resolution with internal teams\nKey Competencies\nProactive Communication: Able to communicate technical issues, operational impacts, and updates clearly and promptly to bank clients\nCustomer-Centric Mindset: Understands client expectations and acts as a trusted advisor to banking partners\nProblem Solving: Skilled at incident triage, root cause analysis, and coordinating effective resolutions\nCross-functional Collaboration: Works effectively with Product, Engineering, Operations, NOC, and external stakeholders\nAccountability & Ownership: Takes end-to-end ownership of client issues, service quality, and follow-up actions\nAnalytical Thinking: Able to analyze transaction performance, identify trends, and recommend optimization opportunities\nStakeholder Management: Capable of managing relationships with multiple stakeholders across both technical and business functions\nRequirements\nBachelor’s degree in Computer Science, IT, Engineering, or related field (or equivalent experience)\n1-3 years of experience in Customer Success, Payment Operations, Technical Support, or related roles\nGood understanding of payment ecosystems and transaction flows (Acquirer, Issuer, API/webhook integrations, settlement flow, etc.)\nHands-on experience with API testing tools (Postman, cURL) and data querying (SQL preferred)\nAbility to work effectively under time-sensitive SLAs and production support environments\nFamiliarity with monitoring tools (Datadog, OpenSearch) and incident management systems (Jira)\nStrong communication skills in English, especially clear and well-structured writing skills\nStrong presentation and stakeholder management skills, including experience conducting client meetings and QBRs\nAbility to work under pressure, prioritize effectively, and manage multiple client accounts simultaneously\nTeam-oriented mindset with strong willingness to learn, attention to detail, and high adaptability\nWe offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.\nInterested candidates are invited to send your comprehensive resume with current and expected salary package via this job ad. Please note that only shortlisted candidates will be notified.\nPlease consult our Candidate Privacy Notice to know more about how we collect, use, transfer and disclose our candidates’ information: https://2c2p.com/candidate-privacy-notice.\nBy submitting your resume and information, you understand, acknowledge, and consent that your personal data will be processed in accordance with our Candidate Privacy Notice. You consent to the collection, use, transfer and disclosure of your personal data as well as to receive email and/or other electronic messaging communication from 2C2P.","description_format":"text","description_chars":6442,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-09-10T23:36:32Z"}],"visa":[],"liveness":{"score":35,"band":"fade","label":"Fading","p_open":1,"p_active":0.792,"p_room":0.44,"age_days":102,"expected_fill_days":93,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/2c2p-senior-analyst-technical-bank-client-support","json_url":"https://alion.io/job/2c2p-senior-analyst-technical-bank-client-support.json","meta":{"generated_at":"2026-10-19T03:23:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1895,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-20T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":49560},"rest":"https://alion.io/mcp/rest/get_company?id=49560"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2F2c2p-senior-analyst-technical-bank-client-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2F2c2p-senior-analyst-technical-bank-client-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2F2c2p-senior-analyst-technical-bank-client-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/2c2p-senior-analyst-technical-bank-client-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2F2c2p-senior-analyst-technical-bank-client-support"}]}