Role: Global Partner Support L1 Support Analyst
Location: Austin, TX & Raleigh, NC – Hybrid - In-office required Tuesday through Thursday
Duration: Fulltime
Business-level proficient in both Spanish and Portuguese
Role Overview
The Global Partner Support L1 Support Analyst plays a critical role in partner and merchant performance by conducting app reviews, identifying issues, and coordinating timely resolutions. This entry-level position supports day-to-day app review workflows, starting with app review and may expand to other processes including anomaly detection as business needs evolve.
Key Responsibilities
• Conduct reviews of partner and merchant applications using established criteria
• Investigate issues by reviewing available data and cross-referencing key systems
• Coordinate with internal stakeholders and B2B partners to gather additional context and
• propose next steps
• Use predefined templates and guidance to communicate issues and drive resolution
• Maintain documentation of reviews, findings, and outcomes in designated platforms
Technical Skills & Tools
• Strong proficiency with macOS is required — candidates must be comfortable navigating
• and working within a Mac-native environment
• Comfortable working with macOS native apps (e.g., Numbers, Safari)
• Ability to navigate multiple systems in a fast-paced environment
• Familiarity with data visualization tools like Tableau
• Basic understanding of CRM platforms
Communication & Collaboration
• Fluent in English (verbal and written) with strong attention to detail
• Clear and outcome-oriented communicator who can simplify technical concepts
• Able to follow standardized response processes and templates effectively
• Collaborative mindset and experience working cross-functionally with technical and
• business teams
• Experience with B2B partner support processes is highly valued
Analytical & Problem-Solving Abilities
• Self-starter with a methodical approach to problem-solving
• Able to analyze multiple criteria simultaneously to identify patterns or root causes
• Prioritize tasks and manage multiple reviews with minimal supervision
• Capable of synthesizing complex information and outlining actionable resolution steps
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