Tier 3 Support Specialist - Fintech

- Serve as the final escalation point for technical issues concerning customer account openings and identity verification that Tier 1 and Tier 2 support cannot resolve. - Analyze application logs, query databases (SQL), and trace API calls to determine the root cause of complex errors, system timeouts, or data inconsistencies. - Collaborate directly with software engineers to identify, replicate, and document software defects in Jira, providing detailed context and data for swift resolution. - Act as a subject matter expert, offering feedback to the Product team on user experience pain points and coordinating with Compliance to navigate KYC/AML challenges. - Create and maintain detailed internal documentation, runbooks, and knowledge base articles to empower Tier 1 and Tier 2 teams, thereby minimizing future escalations. - Proactively identify trends in support escalations and recommend lasting solutions, including product enhancements, improved monitoring, or process revisions. - Investigate and resolve issues that arise from our third-party identity verification, fraud detection, and data partners.