Incident Support Associate

About the role

An Incident Support Associate joins the Operations team to help protect payment performance for top merchants across markets. You will monitor local partner performance, spot approval-rate deviations and coordinate timely incident response, working closely with providers and internal teams. You will also improve monitoring and reporting, finding ways to automate repetitive work.

Key responsibilities

• Monitor and supervise local partner performance, flagging approval-rate deviations for top merchants.
• Respond to monitoring alerts, assess their urgency and help improve alert quality and coverage.
• Follow escalation policies and procedures so incidents are handled efficiently.
• Analyze incident metrics, prepare reports and suggest improvements to incident response.
• Track incidents and give clear, timely updates to internal and external stakeholders.
• Coordinate with providers and work with Operations and Customer Success to investigate incidents and agree next steps.
• Identify opportunities to automate monitoring, reporting and incident workflows, collaborating on tools, scripts or integrations.

Required profile

• Ability to stay calm during service disruptions, prioritize competing issues and assess urgency according to escalation policies.
• Strong communication skills, able to explain technical issues to technical and non-technical audiences.
• Methodical, service-oriented approach, self-learning and an automation mindset.
• Advanced English (mandatory) and fluent written and spoken Spanish; Portuguese is a plus.
• Schedule: 12-hour shifts on Saturdays and Sundays, plus two 8-hour shifts between Monday and Friday, with flexibility for incident management.

Required skills

• Hands-on experience with data analysis and reporting tools such as Kibana, Looker or New Relic.
• Working knowledge of SQL.