Summary/Objective
The primary role of a Production Support Engineer is to provide Tier 3 technical escalation support and system reliability expertise for the Paymentus application. This role requires conducting deep-dive root cause analysis, writing complex SQL queries, analyzing application logs/code, and professional communication to both internal and external parties. It involves driving permanent resolutions to critical incidents, implementing automation to reduce toil, and collaborating directly with core development teams to enhance platform stability.
Essential Functions/ Responsibilities
1. Advanced Issue/Incident Resolution & RCA
a. Serve as the primary escalation point for complex technical issues that require solution engineering.
b. Lead critical incident (P1/P2) response calls, coordinating technical teams to restore service rapidly during outages.
c. Conduct deep-dive Root Cause Analysis (RCA) for all critical incidents, producing detailed post-mortem reports and defining preventive action items.
d. Debug application stack traces and analyze source code (Java, .NET, or similar) to pinpoint logic errors versus configuration issues.
2. Database & Data Integrity
a. Design and execute complex SQL queries to diagnose data inconsistencies across multiple table joins and large datasets.
b. Analyze database performance issues related to slow-running queries and suggest indexing or query optimization strategies.
3. Automation & Tooling
a. Identify opportunities to reduce manual operational "toil" by developing automation scripts (using Python, PowerShell, or Bash).
b. Develop internal tools or utilities that empower Tier 2 Analysts to solve lower-level issues independently.
4. Platform Stability & Engineering Collaboration
a. Collaborate directly with Core Product Development and DevOps teams to propose architectural improvements and permanent bug fixes.
b. Participate in code reviews and user acceptance testing (UAT) for hotfixes and maintenance releases to ensure production readiness.
5. Technical Communication
a. Translate complex technical findings into clear, concise explanations for external clients and internal business stakeholders.
b. Mentor and train Tier 2 Analysts, creating technical documentation and "runbooks" to improve the team's overall resolution capabilities.
Supervisory Responsibility
None
Education and Experience
1. A bachelor's degree in computer science, engineering, or a related field.
2. 5+ years experience troubleshooting web stack and web services application issues
3. 5+ years experience providing technical support over the phone and email to external clients
4. 5+ year experience with databases and SQL queries
5. 5+ year experience reading or writing object oriented code
Salary Range $90k-$110k
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.
Physical Demands
This position requires extended sitting and/or standing at a computer workstation.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 40 hours a week. On-call shifts covering nights and weekends are required, rotating on a weekly basis.
Travel
Little to none.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
