Technical Monitoring Analyst

About DEUNA \uD83E\uDDE1

We are a rapidly growing startup that simplifies global payments and powers next generation commerce in a single platform. With our products we've consolidated hundreds of payment solutions in a single integration, harness an intuitive payment orchestration method and centralize payment reconciliation.

We are currently present all across LATAM and looking for exceptional talent to join our team and continue revolutionizing the world of payments! \uD83D\uDE80

Visit https://www.deuna.com/ to learn more about us!

We are seeking a proactive and customer-oriented Technical Monitoring Analyst to join our team. This role will be responsible for gathering and tracking operational requirements and incidents, monitoring client health, and ensuring a high level of customer satisfaction. The ideal candidate will possess strong analytical skills and a desire to provide top-notch technical support. This role includes night shifts.

Key Responsibilities:

Monitoring & Detection

Continuously monitor infrastructure, applications, and transaction flows.

Detect alerts and anomalies using monitoring and observability tools.

Perform basic functional validations to verify service availability and proper system behavior.

Alert & Incident Management

Receive and perform initial triage of alerts generated through Rootly or other monitoring platforms.

Classify incidents according to defined severity levels (S0, S1, S2).

Execute initial troubleshooting activities, including basic validations, log reviews, and metric analysis.

Track incidents through resolution or appropriate escalation.

Important: This role is not expected to provide advanced technical resolution. The primary responsibility is accurate initial diagnosis and timely escalation.

Escalation & Coordination

Escalate incidents according to established escalation procedures and communication matrices.

Provide clear and actionable information during escalations, including:

Incident context

Initial business impact assessment

Supporting evidence (logs, error messages, screenshots, metrics)

Maintain active follow-up on escalated incidents until resolution.

Support & Communication

Manage support requests and operational tickets through Zendesk, Jira, or similar platforms.

Collaborate with internal teams including Support, Customer Success, Engineering, and Infrastructure.

Create and maintain communication channels during incident response activities.

Ensure clear, timely, and professional communication throughout operational events.

Operational Validation

Execute functional tests on merchant environments, including checkout flows, integrations, and payment transactions.

Validate system functionality before and after deployments.

Support deployment activities by following predefined operational checklists and validation procedures.

Merchant Operations

Perform basic operational configurations, including:

Payment methods

Merchant parameters and settings

Environment validations across Production, Staging, and Sandbox

Execute recurring operational tasks according to documented procedures.

Reporting & Documentation

Generate operational reports as requested.

Maintain accurate records of incidents, investigations, and operational activities within internal systems.

Knowledge Adoption

Participate in training sessions related to new features, services, and operational processes.

Review documentation, runbooks, and recorded training materials as required.

Follow established operational procedures and best practices.

Requirements

Required Knowledge

1–3 years of experience in:

Monitoring Operations

Technical Support

NOC (Network Operations Center) or Operational Support roles

Basic understanding of:

APIs and request/response concepts

Log analysis and monitoring metrics

Web application and system workflows

Technical Skills

Ability to follow operational procedures and runbooks.

Basic troubleshooting skills focused on issue identification and initial analysis.

Familiarity with tools such as:

Postman (basic usage)

Basic SQL (simple queries preferred)

Preferred Tools Experience

Monitoring & Observability:

Grafana

Rootly

Opsgenie

Similar monitoring platforms

Incident Management:

Rootly

Jira

Ticketing Systems:

Zendesk

Jira

Similar support platforms

Log Management:

AWS CloudWatch

Splunk

Similar logging solutions

Language Requirements

English proficiency at an A2–B1 (Basic to Intermediate) level.

What will you find when you join DEUNA?

A multicultural team distributed throughout LATAM

Dynamism, agility and constant innovation

Being part of a high-impact solution for an entire region

The best tools and technology to operate

Being part of the startup culture.

We are in full expansion!

Benefits:

Vacations and additional PTO \uD83C\uDFDD️

Remote work from anywhere \uD83D\uDCBB

Economic support for internet and cell phone line\uD83D\uDCF1\uD83C\uDF10

We all own DEUNA, we offer stock options \uD83D\uDCB8

Multidisciplinary, diverse and dynamic team \uD83E\uDDE1

Growth and career path \uD83D\uDE80

Be part of a dynamic team that's creating the next generation payments platform.

Join us at DEUNA!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.