Fiat Tech Support Specialist

Job Summary

The Fiat Tech Support Specialist supports Binance’s fiat-related products and operations by troubleshooting user and partner issues across deposits/withdrawals, card and bank transfer flows, payment rails, and related risk/compliance touchpoints. This role works closely with Customer Support, Product, Engineering, Compliance, and external payment partners to restore service quickly, reduce incident recurrence, and improve the end-to-end fiat user experience.

Key Responsibilities

Incident & case handling

Triage and resolve fiat product issues (bank transfer, local rails, card, payout/collection), including stuck/failed transactions, status mismatches, reversals, refunds, and reconciliation discrepancies.

Own end-to-end investigation: reproduce issues, collect logs/evidence, identify root cause, and coordinate fixes with Engineering/Product.

Manage escalations for high-severity cases and partner-impacting outages; provide clear user/partner updates and ETAs.

Partner / payment rail support

Work with PSPs, banks, and other fiat partners to diagnose connectivity, settlement, and callback/webhook issues.

Validate partner integrations (API requests/responses, signature/auth failures, idempotency handling, error codes, retries, and timeouts).

Support onboarding and ongoing operations for new fiat rails and country launches (configuration checks, test transactions, rollout readiness).

Operational excellence

Improve troubleshooting playbooks and internal tooling; document known issues, workaround steps, and escalation paths.

Drive post-incident reviews (RCA) and track corrective/preventive actions.

Monitor key service health signals and raise anomalies early (failure rates, latency, chargebacks, refunds, reconciliation breaks),

Compliance & risk coordination

Coordinate with Compliance/Risk teams on cases involving KYC/AML triggers, sanctions screening, fraud indicators, chargebacks, and suspicious patterns.

Ensure sensitive data is handled appropriately and processes follow internal policies.

Required Qualifications

• 2+ years experience in technical support / operations / incident response for fintech, payments, banking, or exchange products.
• Hands-on troubleshooting skills with APIs and transaction systems: HTTP, JSON, webhooks, error codes, retries, idempotency.
• Strong data and investigation ability: reading logs, analyzing transaction lifecycles, using SQL/spreadsheets to validate reconciliation results.
• Familiarity with fiat payment concepts: authorization vs capture, settlement, refunds/reversals, chargebacks, payout vs collection, cut-off times.
• Excellent written communication for user/partner updates and internal incident coordination.