Senior Production Support Engineer
Skills
AssessmentCurlCustomer ExperienceDatabasesFinancial TransactionsHypertext Transfer ProtocolProduction Support
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 8+ years of experience in technical support production support or IT support for B2B customers
- Strong written and verbal communication skills with customer-facing experience
- Experience with card payments industry Visa Mastercard flows Credit Card Payment 3DS and Tokenization preferred
- Good understanding of API technologies and troubleshooting including cURL and HTTP response codes
- Expert SQL knowledge and relational database experience preferred
- Experience with logging and monitoring tools such as Datadog
- Understanding of incident management and escalation management processes
- Ability to manage complex ambiguous work independently and know when to escalate
- Ability to learn new technologies and tools quickly
- Ability to maintain high productivity with minimal supervision
Nice to have
- Customer focused
- Empathetic communicator
- Team oriented
- Flexible
- Self-directed
- Curious
Day to day
- Provide high-quality production support to customers across tickets emails and escalations
- Diagnose complex technical issues perform root cause analysis and drive corrective actions
- Collaborate closely with Engineering Product and internal teams to improve support processes and customer outcomes
- Act as a product expert mentor junior team members and contribute to automation and process improvements
Hiring process
- Submit application
- Recruiter review
- Interview process
- Offer decision