Production Support Engineer

About the Role

We are seeking a highly motivated Integration and Production Support Engineer to join our technical operations team. You will be responsible for ensuring seamless integration of our payment solutions with client systems, troubleshooting technical issues, and providing top-tier production support to ensure high availability and reliability of our services.

This role requires a strong technical background, problem-solving skills, and the ability to work closely with both internal teams and external partners to maintain and enhance the performance of our B2B2C SaaS payment platform.

Key Responsibilities

Integration Support:

• Work with clients, partners, and internal teams to integrate our payment services with external systems via APIs, SDKs, and webhooks.
• Provide guidance on best practices for integrating with our platform, ensuring compliance with security and performance standards.
• Develop and maintain technical documentation, integration guides, and troubleshooting materials for external and internal use.

Production Support:

• Monitor, investigate, and resolve technical issues in production environments, ensuring minimal downtime and fast response times.
• Perform root cause analysis (RCA) and implement proactive measures to prevent recurring issues.
• Collaborate with engineering and DevOps teams to improve system reliability, scalability, and performance.
• Manage incidents and coordinate with cross-functional teams to resolve critical production issues.

System Monitoring & Automation:

• Set up and manage monitoring tools to detect anomalies, latency issues, and failures.
• Automate repetitive operational tasks to improve efficiency and reduce human error.
• Optimize logging, alerting, and observability strategies to enhance system resilience.

Required Qualifications & Skills

Technical Skills:

• Programming/Scripting: Proficiency in Python, Java, or similar languages for debugging and automation.
• APIs & Integrations: Experience with RESTful APIs, webhooks, and data exchange formats such as JSON and XML.
• Database: Strong SQL and database troubleshooting skills ( MS-SQL, MongoDB, etc.).
• Monitoring Tools: Familiarity with tools such as Prometheus, Grafana, Datadog, Splunk, or ELK Stack.

Soft Skills:

• Problem-Solving: Strong analytical skills with the ability to troubleshoot complex technical issues.
• Customer-Focused: Ability to communicate effectively with both technical and non-technical stakeholders.
• Collaboration: Experience working in a cross-functional team with engineers, product managers, and customer support teams.
• Incident Management: Ability to stay calm under pressure and manage incidents efficiently.

Preferred Experience:

• 3+ years in a technical support, integration engineering, or DevOps role within a fintech, SaaS, or payment services company.
• Experience working with high-availability, high-transaction payment systems.