Production Support Analyst

Detailed description

Summary/Objective
The primary role of a Production Support Analyst is to provide Tier 2 technical support for the Paymentus application. This role requires conducting data-driven investigations utilizing internal logs and databases, triaging incoming incidents, and ensuring clear internal/external communication. The main goal is to investigate, resolve, or escalate issues in a timely manner to minimize client impact and expedite accurate resolutions.

Essential Functions/ Responsibilities
1. Issue Resolution & Incident Triage
a. Act as the first point of escalation for issues routed from Tier 1 or reported directly by key clients.
b. Escalate/resolve issues based on severity (SLA) and business impact, ensuring critical issues are addressed immediately.
c. Manage the full lifecycle of support tickets ensuring accurate documentation, status updates, and timely closure.
2. Technical Investigation & Data Verification
a. Conduct data-driven investigations by querying databases (SQL)
b. Analyze application logs to identify error patterns, reject codes, or connectivity timeouts.
c. Validate data interchange files (XML, JSON, CSV) to ensure payment files adhere to required specifications and identify formatting/data errors.
3. Client & Stakeholder Communication
a. Serve as the primary liaison between non-technical clients and the technical engineering teams.
b. Translate technical findings into clear, business-friendly language for client updates and incident reports.
c. Collaborate with third-party vendors (e.g., banks, payment processors) to trace transaction failures across external systems.
4. Issue Resolution & Escalation
a. Identify and replicate software defects; package these findings with clear "Steps to Reproduce" and log excerpts before escalating to Tier 3 Engineering.
5. Process Improvement & Knowledge Base
a. Create and update Knowledge Base (KB) articles to document solutions for recurring issues, empowering Tier 1 to solve them in the future.
b. Identify repetitive manual tasks or common user errors and provide feedback to the Product team for usability improvements.

Supervisory Responsibility
None

Education and Experience
1. A bachelor's degree in computer science, engineering, or a related field.
2. 1 years experience troubleshooting web stack and web services application issues
3. 1 years experience providing technical support over the phone and email to external clients
4. Familiarity with basic database concepts (The original role required 1+ year experience with databases and SQL queries)
5. Basic understanding of software concepts (The original role required 1+ year experience reading or writing object oriented code)

Salary Range: $70k-$90k

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands
This position requires extended sitting and/or standing at a computer workstation.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 40 hours a week. On-call shifts covering nights and weekends are required, rotating on a weekly basis.

Travel
Little to none.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement
Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Reasonable Accommodation
Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.
An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.