Senior Production Support Engineer

Role Overview:

• Serve as the first line of contact for customers, handling complex technical issues and advocating for customer needs.
• Work cross-functionally with Engineering, Product, and Design teams to improve products and services.

Key Responsibilities:

• Respond to inquiries via tickets, emails, and other channels, taking ownership of escalations and root cause analysis.
• Assist in responding to alerts, data, and trends that impact customers, and coordinate internal projects.
• Provide on-call support, document processes, and mentor junior team members.

Qualifications:

• 8+ years of experience in technical support or production support for B2B customers, with strong SQL and API troubleshooting skills.
• Experience in the card payments industry and familiarity with incident management and monitoring tools like Datadog.
• Excellent communication skills and ability to work independently in a remote environment.

Compensation and Benefits:

• Competitive salary based on location tier, with annual bonuses and equity in a publicly-traded company.
• Flexible time off, up to 20 weeks of parental leave, health insurance, retirement savings with company match, and monthly stipend for remote work.