Escalation Engineer

Required Escalation Engineer As a Escalation Engineer you will be responsible for: Serve as a focal point and source of knowledge for departments in the company and for our clients. Share the knowledge, by being a point of advice for the CS department and other internal teams, and work on keeping our KB up to date, including creating new articles.Manage major and critical production outages - Take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs.Work closely with business and engineering teams to ensure efficient issue resolution, maneuvering towards the most suitable solutions, and minimizing further escalations as much as possible.Analyze production traffic and locate design gaps - deep-dive analysis of the transaction processing by our clients with our partners, identification of design gap (what is missing and what needs to be done), and analysis of top-tier client processing approval ratio.Participate in the features develoדרישות:At least 1-2 years of experience in Technical Support/Sales Engineer/Escalation customer-facing or any other similar position under the Customer Success department for B2B.Experience with APIs (especially REST APIs), SQL, and Postman.Experience with inspecting and diagnosing logs.Strong ability to understand the design of complex system architecture, perform in-depth analysis, problem-solving skills, and provide creative technical solutions.Have the Support bug in you - curious and motivated to provide the best for each incoming issue, and have great problem-solving skills.A people person, team player, strong can-do mentality, great communication skills, ability to work independently, and multitasking abilities.Excellent English - Verbal and writtenFamiliarity with Jira and Confluence - AdvantageProven resume in the FinTech Industry domain - Advantage. המשרה מיועדת לנשים ולגברים כאחד.