Application Support Analyst

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,…