Ensure L1 Analyst is business-level proficient in both Spanish and Portuguese -
Global Partner Support L1 Support Analyst
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.
Location: Hybrid In-office required Tuesday through Thursday
Primary Location: Austin, TX
Alternative Location: Raleigh, NC
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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