Production Support Engineer

Job Summary

As a remote Production Support Engineer II, the successful candidate will handle complex technical issues, collaborate with Engineering teams on software updates, and ensure customer satisfaction by becoming an expert in the company's products and services.

Key responsibilities

• Provide high-quality support and take ownership of inquiries and issues through various channels
• Perform problem-solving, root cause analysis, and generate corrective action plans for technical issues
• Collaborate cross-functionally to resolve issues and document process improvements and trends

Required qualifications

• 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably in the card payments industry
• Experience with ticketing systems such as Salesforce, Jira, or Confluence
• Good understanding of API technologies and troubleshooting in a Linux environment
• Intermediate SQL knowledge and experience with scriptwriting in languages like Python or Ruby
• Familiarity with logging and monitoring tools such as Kibana, Splunk, or Datadog