Escalations Analyst / Analyste des escalades techniques

Paramount Commerce

4d•CA$70,000 - CA$90,000•Onsite

About The Position

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.

Requirements

3+ years in Technical Support, Escalations, or Integration Engineering, ideally within a Fintech or API-centric organization.
Strong understanding of REST APIs, JSON, Webhooks, and HTTP status codes.
Experience using tools like Postman or cURL for troubleshooting.
Familiarity with Grafana (monitoring) and log-analysis tools.
Proficiency in ticket management systems.
Proven ability to trace technical issues through microservices using correlation IDs and application logs.
Exceptional ability to bridge the technical gap, explaining deep technical failures to supporting teams. The ability to look at a metric (like 500ms latency) and translate it into a business impact (e.g., "This will cause timeouts for our high-volume retail partners").

Responsibilities

Own the real-time visibility of our production environment, using Grafana to detect anomalies before they trigger merchant impact.
Act as the expert resolver for Tier-2 technical escalations, ensuring every merchant query is handled with "craft and care."
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.
Package clean technical findings and evidence for Engineering and Product, transforming merchant complaints into documented, reproducible tickets to accelerate code-level resolutions.
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.
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.
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.
Maintain high standards for ticket hygiene, ensuring issues are accurately categorized and resolved within agreed-upon service-level timelines (SLAs).
Update and maintain the public/internal Status Pages during incidents, ensuring that the company’s tone of voice is maintained across all communications.
Maintain technical runbooks for common API error codes and merchant-facing issues to empower the Tier-1 and Tier-2 support teams.
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.