Production Support Engineer II

As a Production Support Engineer II at the company, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services.

You will serve as the first line of contact for our customers, adeptly handling and resolving complex technical issues while translating technical jargon into user-friendly language. Your broad knowledge base across various technologies will be instrumental in addressing a wide range of problems. In addition, you will collaborate with our Engineering teams to manage software updates and bug fixes.

Your role will also involve becoming an expert in all areas of the company's products and services and ensuring that our customers can fully utilise our offerings. As a customer advocate, you will ensure that our customers' needs and concerns are heard and addressed in our product development and service delivery processes. At the company, we value the essential role our Production Support Engineers play in our service delivery chain and look forward to welcoming you to our team.

We work Flexible First. This role can be performed remotely within the UK or from our London office. We’d love for you to join us!

• Become a the company product expert

• Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels

• Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues

• Work cross-functionally to resolve issues and provide customer care

• Provide on-call support for rotations and escalations

• Assist in monitoring production transaction volume, functionality, capacity, and performance

• Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning

• Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements

• Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve

• 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably experience in thecard payments industry

• Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show empathy, and also be able to converse with both internal and external technical and non-technical stakeholders

• Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision

• Experience with ticketing systems (such as Salesforce, Jira, Confluence, etc)

• Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)

• Comfortable working within a Linux environment

• Intermediate SQL knowledge (relational database experience preferred)

• Scriptwriting - Python, Ruby, Shell, etc

• Experience with logging and monitoring tools such as Kibana, Splunk, App Dynamic, Sum Logic, Grafana, Datadog, and New Relic

• The ability and desire to learn new technologies and tools

• Experience in payments and/or accounting systems

• Experience working at a high-growth company

• Premium Private Medical and Dental coverage

• Generous time off program with additional “Floating Holiday days”

• Retirement savings program with company contribution

• Equity in a publicly-traded company and an Employee Stock Purchase Program

• Monthly stipend to support our remote work model

• Annual development stipend to support our people growth and development

• Family-forming benefits and up to 20 weeks of Parental Leave

• Wellbeing programs i.e. Modern Health,…