Fiat Tech Support Specialist at Binance

About the Role

The Fiat Tech Support Specialist at Binance supports 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

• →Triage and resolve fiat product issues 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.
• →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.
• →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.
• →Coordinate with Compliance/Risk teams on cases involving KYC/AML triggers, sanctions screening, fraud indicators, chargebacks, and suspicious patterns.