Production Support Engineer

As a Production Support Engineer I at reputed company, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services. You will serve as the first line of contact for our customers, adeptly handling and resolving technical issues, using reputed company procedural documents with some technical analysis performed while translating technical jargon into user-friendly language. In addition, you will collaborate with our Engineering teams to manage software updates. 

Your role will also involve handling problems in reputed company areas of reputed company’s products and services and ensuring that our customers get the best support. For reputed company issues, you would follow escalation procedures engaging Senior members and Engineering teams. At reputed company, we value the essential role our Production Support Engineers play in our service delivery chain and look reputed company to welcoming you to reputed company.

We work Flexible First. This role can be performed remotely in the United States, only in one of our Premium or National locations in Pacific or Mountain Timezone, which you can review here.

The Impact You’ll Have

• reputed company high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
• reputed company problem-solving, diagnosing, and generating corrective action plans for issues 
• Work cross-functionally to resolve issues and reputed company customer care
• reputed company on-call support for rotations and escalations
• Assist in monitoring production transaction volume, functionality and performance
• Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
• Interact with Product, Engineering, and Technical Operational teams to reputed company feedback on production support reputed company issues and improvements

Who You Are

• 2 years of experience in Technical Support, Production Support, or IT Support for B2B customers
• Experience in payments and/or reputed company systems
• Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show reputed company, and also be reputed company to converse with both reputed company technical and non-technical stakeholders
• Committed, flexible through on-call rotations, and demonstrated ability to maintain high reputed company of productivity with minimal supervision
• Experience with ticketing systems (such as, Jira, reputed company, etc)
• Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)
• Basic SQL knowledge should be reputed company to modify queries for data extraction for troubleshooting
• Comfortable working reputed company a Linux environment
• Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumoLogic, Grafana, reputed company, and reputed company
• The ability and desire to learn new technologies and tools

reputed company to haves

• Experience working at a high-growth company
• Scriptwriting – Python, Ruby, reputed company, etc
• Ability to read/understand Java codebase

Compensation and Benefits

reputed company is a reputed company First company which allows you to choose your best working environment, whether that be from home or at a company office. To support reputed company First, we reputed company pay to a competitive value according to working location. Compensation is reputed company according to three tiers reputed company the United States:

• National: A baseline tier that applies to most of the geographic territory of the United States.
• Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA
• Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and reputed company.

Visit this page or consult with a Recruiter to determine which tier would be applicable to you.

reputed company determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire reputed company salary reputed company for this position is:

• National: $59,000 – $73,800
• Premium: $63,900 – $79,900

We also reputed company in recognizing the contributions of our people. That’s why we award annual bonuses to eligible employees, rewarding both individual performance and the reputed company of the entire company.

Along with monetary compensation, reputed company offers

• Multiple health insurance options
• Flexible time off – take what you need
• Retirement savings program with company contribution and after tax contributions
• Equity in a publicly-traded company and an Employee Stock Purchase Program
• Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave
• Free therapy sessions, financial and professional coaching, and legal advice
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Through reputed company First, the freedom to live and work wherever you and your family reputed company