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Job Description
Fiat Tech Support Specialist
Join Binance as a Fiat Tech Support Specialist. In this role, you will support our fiat-related products and operations. You will troubleshoot issues for users and partners, ensuring smooth transactions and a great user experience.
About the Role
The Fiat Tech Support Specialist works closely with various teams, including Customer Support, Product, Engineering, and Compliance. Your goal will be to resolve issues quickly, reduce recurrence, and enhance the overall fiat user experience.
What You'll Do
- Triage and resolve fiat product issues, including bank transfers, local rails, card transactions, and more.
- Conduct end-to-end investigations: reproduce issues, collect evidence, identify root causes, and coordinate fixes.
- Manage escalations for high-severity cases and provide clear updates to users and partners.
- Work with payment service providers (PSPs) and banks to diagnose connectivity and settlement issues.
- Validate partner integrations and support onboarding for new fiat rails and country launches.
- Improve troubleshooting playbooks and internal tools; document known issues and escalation paths.
- Monitor service health signals and report anomalies early.
- Coordinate with Compliance/Risk teams on cases involving KYC/AML triggers and other sensitive data.
What We're Looking For
- 4+ years of experience in technical support, operations, or incident response in fintech, payments, banking, or exchange products.
- Hands-on troubleshooting skills with APIs and transaction systems.
- Strong data investigation skills, including reading logs and using SQL/spreadsheets for validation.
- Familiarity with fiat payment concepts such as authorization, settlement, refunds, and chargebacks.
- Excellent written communication skills for updates and internal coordination.
Nice to Have
Experience in a fast-paced, innovative environment is a plus.
What We Offer
- Competitive salary and company benefits.
- Work-from-home arrangement (may vary based on team needs).
- Opportunities for career growth and continuous learning.
Binance is an equal opportunity employer. We value diversity and believe it is essential to our success. By applying, you confirm that you have read and agree to our Candidate Privacy Notice. We may use AI tools to assist in the hiring process, but all final decisions are made by humans. If you have questions about how your data is processed, please contact us.