Production Support Engineer II
Job Description
REQUIREMENTS
- 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably experience in the card payments industry
- Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show empathy, and also be able to converse with both internal and external technical and non-technical stakeholders
- Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
- Experience with ticketing systems (such as Salesforce, Jira, Confluence, etc)
- Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)
- Comfortable working within a Linux environment
- Intermediate SQL knowledge (relational database experience preferred)
- Scriptwriting – Python, Ruby, Shell, etc
- Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New Relic
- The ability and desire to learn new technologies and tools
- Experience in payments and/or accounting systems
- Experience working at a high-growth company
RESPONSIBILITES
- Become our client’s product expert
- Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
- Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
- Work cross-functionally to resolve issues and provide customer care
- Provide on-call support for rotations and escalations
- Assist in monitoring production transaction volume, functionality, capacity, and performance
- Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
- Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements
- Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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