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Yuno is an AI-native operating system for global commerce, providing financial infrastructure for enterprise merchants, banks, and wallets. The company connects clients to payment methods, fraud prevention, KYC/KYB, and stablecoins across 190+ countries via a single API, serving brands like McDonald's, NetEase Games, GoFundMe, inDrive, and Rappi.
You will be a Technical Support Analyst and NOC (Network Operations Center) Agent based in the APAC region, serving as the first line of response for merchant issues and platform alerts during APAC business hours. This is a hands-on, operations-focused role where you will own the support queue, investigate payment failures, monitor production health, and escalate issues to Engineering with clear documentation.
Key responsibilities include:
- Managing the support queue (Pylon) during APAC hours, responding to merchant tickets within SLA and driving resolution
- Monitoring production alerts and dashboards (Datadog) and serving as the on-call NOC responder for the region
- Investigating payment issues end-to-end: declines, pending transactions, webhook failures, provider errors, and routing questions using logs, traces, and internal data tools
- Communicating with Mandarin-speaking merchants and payment providers across China, Hong Kong, Taiwan, Singapore, and the wider region
- Escalating confirmed platform bugs to Product and Engineering teams with reproducible evidence
- Advising merchants on provider configuration, testing, and best practices
- Handing over open incidents cleanly to the next region at shift end
- Contributing to runbooks, macros, and internal documentation
- Identifying recurring patterns and proposing improvements
You will work within a small, global Support & NOC team distributed across LATAM, Europe, and APAC, serving as the regional anchor. The culture is Slack-first, with alerts, escalations, and on-call all managed through Slack (no phone paging). You will have direct access to Engineering, Product, and Implementation teams. The role includes availability to work Saturdays and/or Sundays to maintain 24/7 coverage.
Requirements:
Must have:
- Fluent Mandarin Chinese (spoken and written); mandatory for daily merchant and provider conversations
- Professional working proficiency in English (written and spoken) for internal communication and documentation
- Based in APAC region with legal right to work; working hours aligned to APAC business hours with rotating on-call coverage
- 2+ years in technical support, NOC, or similar operations role for SaaS, fintech, or payments product
- Comfortable reading logs and API requests/responses (JSON, HTTP status codes, webhooks) and forming hypotheses before escalating
- Strong written communication: ability to explain technical problems to merchants clearly and summarize for engineers precisely
- Calm under pressure, structured, and able to prioritize when multiple issues occur simultaneously
Nice to have:
- Experience in payments (acquirers, PSPs, card schemes, 3DS, chargebacks, or APAC payment methods like Alipay, WeChat Pay, GrabPay, PayNow, UnionPay)
- Experience with observability tools (Datadog, Grafana, Kibana) and ticketing tools (Pylon, Zendesk, Intercom, Jira)
- Basic SQL for data lookups
- Cantonese, Japanese, Korean, or other APAC languages
- Experience in follow-the-sun or 24/7 support models
