Escalations Analyst ​/ Analyste des escalades techniques

About Paramount Commerce

We are Paramount Commerce, a leading fintech company focused on simplifying payments in Canada. Since the early 2000s, we have redefined online purchasing by introducing a way to pay directly from a bank account, bypassing credit cards or e-wallets. Our commitment is to provide the highest standards of security and risk management that support seamless payments and rich data.

As we strengthen our position in Canada, we are strategically positioning ourselves for global expansion. To achieve our goals, we are seeking talented professionals who can push the boundaries of innovation, contributing to our growth across Canada and worldwide. Join us at Paramount Commerce, where we not only follow fintech trends but shape them.

As we transition to an API-first organization, the Escalation Analyst serves as the critical guardian of the merchant-facing interface. This role is responsible for the technical success of our Pay-by-Bank API product, acting as the primary bridge between merchant integration health and engineering-owned performance targets.

Serving as the "Mission Control" for 24/7 monitoring, this role acts as the unbreakable link between detection and resolution. This is a high-leverage technical role that moves beyond ticket-handling to pattern-recognition. You will use observability data to ensure that our API-first product delivers on its reliability promise, while serving as a key member of our Incident Response Management (IRM) process.

Focus:
Execution, 24/7 Monitoring, and Merchant Advocacy.

• 24/7 Operational Monitoring:
  Own the real-time visibility of our production environment, using Grafana to detect anomalies before they trigger merchant impact.
• Direct Merchant & Business Customer Support:
  Act as the expert resolver for Tier-2 technical escalations, ensuring every merchant query is handled with "craft and care."
• Complex Triage:
  Act as the primary escalation point for Tier-1 Support. You are a technical expert for our RESTful APIs, JSON payloads, and Webhooks. You will troubleshoot complex integration issues, mapping technical error codes to merchant-understandable resolutions.
• Engineering Liaison:
  Package clean technical findings and evidence for Engineering and Product, transforming merchant complaints into documented, reproducible tickets to accelerate code-level resolutions.

• Engineering SLO Alignment:
  Act as the voice of the merchant in Engineering SLO discussions. You will monitor the Engineering-owned SLOs (Service Level Objectives) to ensure that the technical uptime reported by developers translates to a successful transaction experience for the merchant.
• Proactive Pattern Recognition:
  Identify recurring technical hurdles in the API experience and champion the necessary product or documentation improvements to eliminate them. Move beyond reactivity to identify recurring friction in products, ensuring that we "forge durable solutions" rather than just fixing symptoms.

• Shift Work & On-Call:
  Participate in a rotating shift and on-call schedule to provide consistent support coverage, including weekends as required, ensuring 24/7 reliability for our merchants.
• Ticket Management:
  Maintain high standards for ticket hygiene, ensuring issues are accurately categorized and resolved within agreed-upon service-level timelines (SLAs).
• Status Management:
  Update and maintain the public/internal Status Pages during incidents, ensuring that the company’s tone of voice is maintained across all communications.

• Internal Knowledge Base:
  Maintain technical runbooks for common API error codes and merchant-facing issues to empower the Tier-1 and Tier-2 support teams.
• RCA Contribution:
  Provide additional merchant-impact data and evidence for the Post-Incident Review process, ensuring the Root Cause Analysis (RCA) reflects the real-world merchant experience.

• Experience:
  
  3+ years in Technical Support, Escalations, or Integration Engineering, ideally within a Fintech or API-centric organization.
• API Proficiency:
  Strong understanding of…