Senior Analyst, Technical Bank Client Support

Employment: Full-time Experience: Associate Education: Bachelor's Degree Working Location: Empire Tower (100% onsite, accessible via BTS Chong Nonsi) Bank Client Support (BCS) serves as the primary technical liaison between the company and banking partners. This role is responsible for managing technical relationships, supporting operational stability, coordinating incident management, and ensuring smooth collaboration between banks and internal teams. The BCS acts as a trusted advisor to bank clients by providing proactive communication, technical guidance, performance monitoring, and continuous service improvement. The role may also support technical onboarding activities for newly onboarded banks when required. Job Highlights Act as the primary technical point of contact for bank clients Support technical onboarding activities for newly onboarded banks when required Proactively monitor payment and transaction performance, identify issues, and drive improvement initiatives Manage incident communication and coordinate resolution with internal and external stakeholders Drive Quarterly Business Reviews (QBRs) and strengthen long-term relationships with banking clients Collaborate cross-functionally with Product, Engineering, NOC, Operations, and external partners Be available outside standard office hours to support critical production or high impacted incidents affecting bank clients, including on-call coverage as required Key Responsibilities 🔹 Bank Client Management Act as the primary technical point of contact for assigned bank clients Build strong relationships with bank stakeholders and maintain regular technical communication Support technical onboarding activities for newly onboarded banks, including setup coordination, testing support, and production readiness validation when required Conduct client sessions on integration flow, operational processes, and troubleshooting procedures 🔹 Technical Support & Incident Management Act as the first line of technical communication for production incidents affecting bank clients Conduct hands-on technical investigation of issues raised by bank clients — including querying transaction and log data, analyzing error patterns, and using monitoring tools (Datadog, OpenSearch) to identify root cause — before determining whether escalation to Engineering or Product is required Escalate incidents beyond individual technical scope or outside coverage availability to the appropriate internal team (Products, Development, Infra, DevOps) following defined escalation procedures, ensuring continuity of client communication throughout Coordinate with internal teams and external partners for incident investigation, root cause analysis (RCA), and mitigation plans Monitor payment channel and transaction performance (success rate, decline patterns, error codes) and propose optimization opportunities Communicate planned maintenance, incidents, risk notifications, and resolutions to clients proactively Ensure timely follow-up and resolution under defined SLA commitments 🔹 Relationship Management & Continuous Improvement Collect client feedback and collaborate internally for system improvements and service enhancements Organize and lead Quarterly Business Reviews (QBRs) to present performance metrics, incident trends, and improvement initiatives Identify operational risks, recurring issues, and improvement opportunities to enhance overall client experience Collaborate closely with Product, Engineering, Operations, NOC, and other internal stakeholders to drive service excellence Provide on-call coverage outside standard office hours to support critical production or high impacted incidents affecting bank clients and coordinate issue resolution with internal teams Key Competencies Proactive Communication: Able to communicate technical issues, operational impacts, and updates clearly and promptly to bank clients Customer-Centric Mindset: Understands client expectations and acts as a trusted advisor to banking partners Problem Solving: Skilled at incident triage, root cause analysis, and coordinating effective resolutions Cross-functional Collaboration: Works effectively with Product, Engineering, Operations, NOC, and external stakeholders Accountability & Ownership: Takes end-to-end ownership of client issues, service quality, and follow-up actions Analytical Thinking: Able to analyze transaction performance, identify trends, and recommend optimization opportunities Stakeholder Management: Capable of managing relationships with multiple stakeholders across both technical and business functions Requirements Bachelor’s degree in Computer Science, IT, Engineering, or related field (or equivalent experience) 1–3 years of experience in Customer Success, Payment Operations, Technical Support, or related roles Good understanding of payment ecosystems and transaction flows (Acquirer, Issuer, API/webhook integrations, settlement flow, etc.) Hands-on experience with API testing tools (Postman, cURL) and data querying (SQL preferred) Ability to work effectively under time-sensitive SLAs and production support environments Familiarity with monitoring tools (Datadog, OpenSearch) and incident management systems (Jira) Strong communication skills in English, especially clear and well-structured writing skills Strong presentation and stakeholder management skills, including experience conducting client meetings and QBRs Ability to work under pressure, prioritize effectively, and manage multiple client accounts simultaneously Team-oriented mindset with strong willingness to learn, attention to detail, and high adaptability We offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development. 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