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, and driving them 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):
Analyze and administer the transaction flow and individual transactions using Oracle SQL, Postman, and OpenSearch

Maintain the business-critical payment services

Interact with partners about transaction flows

Investigate transactions flagged for manual parsing, document detailed root-cause analysis, and update transaction statuses accordingly

Investigate transactions stuck in pending status (payouts and funding) for longer than 3 days and escalate as needed

Provide prompt incident response and create/manage detailed incident reports

Guide and coordinate other employees responsible for resolving incidents

Communicate directly with partners and banks when an issue is identified on their side, including reporting, data corrections, and file-loading discrepancies

Support SAR reconciliation issues, including unmatched transactions,



duplicate or missing report data, partner file load failures, and data mismatches between SAR and the PDP platform

Maintain business-critical payment services and monitor for faults or degraded performance using Grafana and other monitoring tools

Coordinate, deploy, and roll back releases

Verify system health and graphs following each release

Provisioning monitoring and detection of problems and faults in payment services

Make informed decisions regarding payment processing actions based on investigation findings

Read and apply API documentation to troubleshoot partner integrations

What You Bring to the Team:
Experience with collaboration tools (Slack, Google Workspace, Jira, Confluence)

Bachelor's degree preferred

Strong focus on problem-solving with the ability to investigate and resolve issues independently

Ability to multitask and manage multiple concurrent incidents or requests under time pressure (including strict SLA windows)

Basic knowledge of SQL is essential (Oracle SQL preferred)

Experience with Grafana for monitoring and alerting

Linux, network, or cloud administration experience

Experience with OpenSearch is a plus

Comfort working with API documentation (e.g., Postman) to investigate and troubleshoot integrations

Ability to solve general operational issues with minimal supervision

Advanced English language skills, both written and verbal, for partner and internal communication

What You’ll Need To Be Successful In This Role:




Essential Qualifications
Basic skills in any programming language

Basic understanding of financial processes and terminology relevant to the fintech industry

Direct experience negotiating and communicating with banks, PSPs, and processors

Experience working with Engineering, Product, Settlement, and Customer Support teams

Comfort working in a fast-paced, high-volume transaction environment with shifting priorities

Attention to detail when documenting incident root causes and reporting findings

Why Join Paysend?
Make a Global Impact:

Join a company that is transforming how people and businesses move money around the world. Your work will contribute to products and services that help millions of customers stay connected globally.
Own Meaningful Outcomes:

We empower our people to take ownership, make decisions, and drive real impact. You'll have the opportunity to shape solutions, challenge the status quo, and see the results of your work firsthand.
Grow with Us:

As a fast-growing integral fintech, we offer opportunities to learn, develop new skills, take on new challenges, and advance your career across functions and geographies.
Collaborate with Exceptional People:

Work alongside talented colleagues from diverse backgrounds and disciplines who are united by a shared ambition to build, innovate, and deliver great outcomes for our customers.
Move Fast and Make Things Happen:

We value action, curiosity, and continuous improvement. You'll be part of a culture that encourages experimentation, embraces change, and focuses on delivering meaningful results.
Be Part of Our Journey:

We're building the future of the global money movement. Join us at an exciting stage of growth where your ideas, expertise, and contributions can help shape what's next.

📌 Application Support Analyst (Hermosillo)
🏢 Paysend
📍 Hermosillo