Production Support Engineer

Job Overview

Provide high-quality support and own inquiries through tickets, emails, and other channels. Perform problem-solving, diagnosing, and generating corrective action plans for issues. Work cross-functionally to resolve issues and provide customer care.

Responsibilities

• Provide high-quality support and own inquiries through various channels.
• Perform problem-solving and generate corrective action plans for issues.
• Work cross-functionally to resolve issues and provide customer care.
• Assist in monitoring production transaction volume, functionality, and performance.
• Implement corrective action planning and optimize issue resolution.

Requirements & Qualifications

• 2 years of experience in Technical Support, Production Support, or IT Support for B2B customers.
• Experience in payments and/or accounting systems.
• Ability to listen, show empathy, and converse with internal and external stakeholders.
• Experience with ticketing systems (Jira, Salesforce).
• Good understanding of API technologies and troubleshooting, including cURL and HTTP codes.
• Basic SQL knowledge for data extraction.
• Comfortable working within a Linux environment.
• Experience with logging/monitoring tools such as Kibana, Splunk, AppDynamics, SumoLogic, Grafana, Datadog, New Relic.
• Ability and desire to learn new technologies and tools.