{"id":1598159,"url":"https://alion.io/job/paystand-senior-technical-support-analyst","title":"Senior Technical Support Analyst","company":{"id":20410,"name":"Paystand","domain":"paystand.com","url":"https://alion.io/company/paystand","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":11,"ghost_share":0,"stale_share":0.455,"repost_share":0,"time_to_fill_p50_days":35,"computed_at":"2026-10-03T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Guadalajara, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":90000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":419},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"Bitcoin","optional":false},{"name":"JavaScript","optional":false},{"name":"LLM","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Tokenization","optional":false}],"status":"live","first_seen_at":"2026-10-01T16:59:19Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-04T00:29:50Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Paystand is the world's leading blockchain-enabled B2B payments network, transforming commercial finance into a software-driven, zero-fee, and open ecosystem. Recognized as a CNBC/Statista 2026 World's Top Fintech company, Paystand delivers over a decade of on-chain payments experience to middle and large enterprises.\nPaystand's network services more than one million payors that have moved $20+ billion in volume. With its acquisitions of Yaydoo, Teampay and Bitwage, Paystand's full-stack platform includes agentic AI, its USDb stablecoin, and AR/AP solutions on one tightly integrated network. Its non-profit arm, Paystand.org, advances the mission to democratize finance through Bitcoin and blockchain technology.\nWhat We Do\nWe built the financial system we always thought should exist: zero fees, zero friction, just your money, faster. Blockchain automates receivables and payables, cuts time-to-cash, and turns every transaction into revenue instead of cost.\nWhy We Do It\nThe current system takes a cut from the people who build, create, and grow - and calls it the cost of doing business. We don't buy that. Every fee we eliminate compounds into growth. We're here to decentralize finance and hand the power back to the businesses driving the real economy - extended further through Paystand.org's work to democratize finance through Bitcoin and blockchain.\nHow We Do It\nWe don't wait for permission or for the industry to catch up - we build the future of finance ourselves, on-chain, in the open. Small moves now, monumental results later.\nJoin Us\nWe're not looking for people who want a job in fintech. We're looking for people who want to build what comes after it. Paystand is where you help lead a financial revolution instead of just reading about one. We stand on change. Come stand with us.\nRole At A Glance\nPaystand is looking for a Senior Technical Support Analyst to own our hardest merchant-facing problems: escalations, ERP integration failures, and payment reconciliation across NetSuite, Sage Intacct and our other integrations.\nThis role is merchant-facing every day. You will be on calls with our merchants' finance organisations, from staff accountants and AR clerks through controllers and CFOs, explaining what went wrong and what we are doing about it. You need to be as comfortable holding a hard conversation with an executive as you are reading a failed transaction log. This is not an internal IT support position.\nIt is also a building role. Alongside resolving issues, you will reduce them, by writing the documentation that does not exist, fixing the documentation that is out of date, driving root causes into engineering instead of repairing the same failure repeatedly, and working with our AI support agents so that routine volume is handled automatically and people spend their time on judgment.\nThis is a senior position. You will work independently in live merchant environments, continually improve the standard, and be the person others escalate to.\nWhat You Will Own\nMerchant relationships and escalations\nOwn escalated merchant issues end to end, from first report through verified resolution.\nLead merchant communication by email, call and video, including difficult conversations with finance and accounting stakeholders under time pressure.\nTranslate technical findings into terms a controller or CFO can act on, without oversimplifying what happened.\nTriage, assign and drive resolution against SLA across our lines of business.\nAct as the escalation point for the front-line support team.\nTechnical diagnosis and ERP work\nWrite SQL against production data to establish what actually happened rather than what was reported.\nDebug integration failures between Paystand and merchant ERPs, including SuiteScript and API-level troubleshooting.\nResolve reconciliation failures: broken transfers, failed postings, cash apply, tokenization failures, refunds and disputes.\nPerform ERP configuration work: workflows, saved searches, custom fields, dynamic mapping, email templates, sandbox and account reconnection.\nSupport bundle updates in customized merchant environments alongside the NetSuite engineering team.\nAI and automation\nIdentify which ticket categories are routine enough to automate, and build them into automated resolution.\nWork directly with our AI support agents. Review and correct their drafted responses, judge output quality, and feed back what they get wrong.\nImprove the knowledge base and runbooks the agents draw on, so their accuracy improves with the content rather than by chance.\nInstrument and report automation containment honestly: what is genuinely resolved without a human, and what only appears to be.\nKnowledge and root cause\nWrite and maintain runbooks to a standard someone else on the team can follow without you.\nFile and drive root-cause tickets with engineering, and hold them until the defect is actually fixed.\nAnalyse ticket trends and recommend the process or product changes that remove recurring volume.\nContribute merchant-facing help centre content in partnership with the knowledge team.\nMust have\n5+ years in customer-facing technical support in a SaaS environment, including at least 2 years handling escalations or a senior tier.\nDemonstrated experience owning live conversations with unhappy customers, including senior finance stakeholders. This role is not behind a ticket queue.\nStrong SQL. You write your own queries and joins to investigate, not just read dashboards.\nWorking knowledge of REST APIs, JSON, webhooks and log analysis.\nHands-on experience supporting, administering or integrating at least one major ERP: NetSuite, Sage Intacct, Business Central or Acumatica.\nExperience with Zendesk or a comparable ticketing platform.\nFluent written and spoken English, at a level that holds up on a call with a US finance executive.\nA concrete example of something you built or changed that measurably reduced support volume.\nHighly desired\nNetSuite depth: SuiteScript, SuiteQL, saved searches, bundle installation and troubleshooting.\nPractical experience working with LLM-based tools or agents in a production workflow, covering prompt design, output evaluation, guardrails, or knowledge-base tuning.\nPayments, accounts receivable or accounting domain knowledge.\nPython or JavaScript sufficient to automate a repetitive task without waiting on engineering.\nExperience in a support organisation that measured AI containment or deflection.\nWhat success looks like (First 90 days)\nDays 1 to 30: carrying live escalations independently, and the reconciliation work that comes with them.\nDays 31 to 60: runbooks published for the functions you have taken on, and root-cause tickets filed and moving with engineering.\nDays 61 to 90: at least one previously manual function automated end to end, with containment measured.\nSome Perks:\nEnjoy generous PTO and sick leave, because we believe in balance.\nFuel your days with free snacks and paid lunches in the office.\nWe've got your health covered with Major Medical Health Insurance.\nStay nourished with food vouchers and plan for your future with savings funds.\nUnlock stock options and own a piece of our success!\nWork with the best tools and equipment, setting you up to thrive.\nAnd the best part? Endless growth opportunities await you as we rapidly expand!\nIf you're passionate about driving change in the FinTech landscape and being part of a company that is shaping the future of digital payments, we invite you to explore opportunities with Paystand.\nWe understand that no candidate is perfectly qualified for any job. Experience manifests in diverse ways, skills are transferable, and passion is a powerful driver. Your journey and skills are unique, and we value the richness that diverse perspectives bring to our team.\nMore than a resume, we prioritize a genuine commitment, impactful contributions, and the ability to thrive in our dynamic, collaborative environment. We are enthusiastic about providing you with opportunities to learn and grow within this role. If your experience aligns closely with what we're seeking, we encourage you to apply.\nWe celebrate the belief that diversity in backgrounds and thoughts fuels better problem-solving and fosters more creative thinking. Our commitment to adding new perspectives to the team reflects our dedication to innovation and inclusivity.\nYour journey is important to us, and we look forward to the possibility of welcoming you to our team at Paystand. Feel free to reach out; we can't wait to hear from you.\nMost of our roles are onsite. Positions that are eligible for remote or hybrid work arrangements will be clearly indicated in the job posting.\nFor roles based in Mexico, only resumes submitted in English will be considered.#LI-Onsite","description_format":"text","description_chars":8755,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Growth opportunities","Health insurance","Hybrid work","Stock options"],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cryptocurrencies","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-01T18:30:37Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":35,"reasons":["conf:6","velocity","win:early"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/paystand-senior-technical-support-analyst","json_url":"https://alion.io/job/paystand-senior-technical-support-analyst.json","meta":{"generated_at":"2026-10-04T02:24:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3419,"day_limit":5000,"remaining_today":1581,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}