岗位分析 · R2R 远程站

R2R 远程站

技术支持分析师 - APAC Technical Support Analyst - APAC

公司Yuno

薪资面议

岗位性质全职

要求地区全球

经验要求1-3年

发布时间2026-09-21

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岗位来自公开渠道，时效性以官网为准。反馈失效？

客服技术运维

🤖 AI 速读

普通话流利为必备，日常对接商家与供应商
2 年以上 SaaS/金融科技/支付运营经验
需读日志与 API，亚太时区轮值 on-call

完整 JD

岗位描述

Own the support queue (Pylon) during APAC hours: respond to merchant tickets within SLA, investigate, and drive them to resolution.
在亚太地区工作时间内负责支持队列（Pylon）：在服务级别协议 (SLA) 规定的时间内回复商户工单，进行调查，并推动问题解决。
Monitor production alerts and dashboards (Datadog) and act as the on-call NOC responder for the region. On-call is fully Slack-based; no phone paging.
监控生产警报和仪表盘（Datadog），并担任该区域的网络运营中心 (NOC) 值班响应人员。值班完全基于 Slack，不通过电话呼叫。
Investigate payment issues end to end: declines, pending transactions, webhook failures, provider errors, and routing questions, using logs, traces, and internal data tools.
使用日志、跟踪和内部数据工具，对支付问题进行端到端的调查：拒绝、待处理交易、webhook 故障、提供商错误和路由问题。
Communicate with Mandarin-speaking merchants and payment providers (China, Hong Kong, Taiwan, Singapore, and the wider region) in their language, and document everything in English for the global team.
用普通话与讲普通话的商家和支付服务提供商（中国大陆、香港、台湾、新加坡及周边地区）沟通，并用英语记录所有内容，供全球团队参考。
Escalate confirmed platform bugs to the Product and Engineering teams using our escalation template, with reproducible evidence and clear impact.
使用我们的升级模板，将已确认的平台错误升级给产品和工程团队，并提供可重现的证据和明确的影响。
Advise merchants on provider configuration, testing, and best practices. Support recommends and guides; implementation and provider setup are owned by the KAM and Implementation teams.
为商户提供供应商配置、测试和最佳实践方面的建议。提供支持建议和指导；实施和供应商设置由客户经理和实施团队负责。
Hand over open incidents cleanly to the next region at the end of your shift.
在轮班结束时，将未结案件干净利落地移交给下一个区域。
Contribute to runbooks, macros, and internal documentation so the team gets faster every week.
参与编写运行手册、宏和内部文档，以便团队每周都能提高效率。
Spot recurring patterns across tickets and alerts and turn them into improvement proposals.
发现工单和警报中的重复模式，并将其转化为改进建议。

岗位要求

Fluent Mandarin Chinese (spoken and written) is mandatory. You will handle merchant and provider conversations in Mandarin daily.
流利的普通话（口语和书面）是必备条件。 您将每天用普通话与商家和供应商进行沟通。
Professional working proficiency in English (written and spoken). All internal communication and documentation is in English.
具备专业的英语工作能力（书面和口语）。所有内部沟通和文件均使用英语。
Based in the APAC region with the legal right to work there. Working hours are aligned to APAC business hours, with rotating on-call coverage.
工作地点位于亚太地区，并拥有在该地区合法工作的权利。工作时间与亚太地区的工作时间一致，并需轮值待命。
2+ years in technical support, NOC, or a similar operations role for a SaaS, fintech, or payments product.
2 年以上 SaaS、金融科技或支付产品的技术支持、网络运营中心或类似运营岗位经验。
Comfortable reading logs and API requests and responses (JSON, HTTP status codes, webhooks) and forming a hypothesis before escalating.
能够熟练地阅读日志和 API 请求及响应（JSON、HTTP 状态代码、webhook），并在升级问题之前形成假设。
Strong written communication: you can explain a technical problem to a merchant clearly and summarize it for an engineer precisely.
优秀的书面沟通能力：你能清晰地向商家解释技术问题，并准确地将其总结给工程师。
Calm under pressure, structured, and able to prioritize when several things break at once.
能在压力下保持冷静，做事有条理，并且能够在多个问题同时出现时分清轻重缓急。

Own the support queue (Pylon) during APAC hours: respond to merchant tickets within SLA, investigate, and drive them to resolution.
在亚太地区工作时间内负责支持队列（Pylon）：在服务级别协议 (SLA) 规定的时间内回复商户工单，进行调查，并推动问题解决。
Monitor production alerts and dashboards (Datadog) and act as the on-call NOC responder for the region. On-call is fully Slack-based; no phone paging.
监控生产警报和仪表盘（Datadog），并担任该区域的网络运营中心 (NOC) 值班响应人员。值班完全基于 Slack，不通过电话呼叫。
Investigate payment issues end to end: declines, pending transactions, webhook failures, provider errors, and routing questions, using logs, traces, and internal data tools.
使用日志、跟踪和内部数据工具，对支付问题进行端到端的调查：拒绝、待处理交易、webhook 故障、提供商错误和路由问题。
Communicate with Mandarin-speaking merchants and payment providers (China, Hong Kong, Taiwan, Singapore, and the wider region) in their language, and document everything in English for the global team.
用普通话与讲普通话的商家和支付服务提供商（中国大陆、香港、台湾、新加坡及周边地区）沟通，并用英语记录所有内容，供全球团队参考。
Escalate confirmed platform bugs to the Product and Engineering teams using our escalation template, with reproducible evidence and clear impact.
使用我们的升级模板，将已确认的平台错误升级给产品和工程团队，并提供可重现的证据和明确的影响。
Advise merchants on provider configuration, testing, and best practices. Support recommends and guides; implementation and provider setup are owned by the KAM and Implementation teams.
为商户提供供应商配置、测试和最佳实践方面的建议。提供支持建议和指导；实施和供应商设置由客户经理和实施团队负责。
Hand over open incidents cleanly to the next region at the end of your shift.
在轮班结束时，将未结案件干净利落地移交给下一个区域。
Contribute to runbooks, macros, and internal documentation so the team gets faster every week.
参与编写运行手册、宏和内部文档，以便团队每周都能提高效率。
Spot recurring patterns across tickets and alerts and turn them into improvement proposals.
发现工单和警报中的重复模式，并将其转化为改进建议。

【岗位要求】
Fluent Mandarin Chinese (spoken and written) is mandatory. You will handle merchant and provider conversations in Mandarin daily.
流利的普通话（口语和书面）是必备条件。 您将每天用普通话与商家和供应商进行沟通。
Professional working proficiency in English (written and spoken). All internal communication and documentation is in English.
具备专业的英语工作能力（书面和口语）。所有内部沟通和文件均使用英语。
Based in the APAC region with the legal right to work there. Working hours are aligned to APAC business hours, with rotating on-call coverage.
工作地点位于亚太地区，并拥有在该地区合法工作的权利。工作时间与亚太地区的工作时间一致，并需轮值待命。
2+ years in technical support, NOC, or a similar operations role for a SaaS, fintech, or payments product.
2 年以上 SaaS、金融科技或支付产品的技术支持、网络运营中心或类似运营岗位经验。
Comfortable reading logs and API requests and responses (JSON, HTTP status codes, webhooks) and forming a hypothesis before escalating.
能够熟练地阅读日志和 API 请求及响应（JSON、HTTP 状态代码、webhook），并在升级问题之前形成假设。
Strong written communication: you can explain a technical problem to a merchant clearly and summarize it for an engineer precisely.
优秀的书面沟通能力：你能清晰地向商家解释技术问题，并准确地将其总结给工程师。
Calm under pressure, structured, and able to prioritize when several things break at once.
能在压力下保持冷静，做事有条理，并且能够在多个问题同时出现时分清轻重缓急。