Production Support Engineer

Paymentus Group Inc

63d•Onsite

About The Position

The primary role of a Production Support Engineer is to provide Tier 3 technical escalation support and system reliability expertise for the Paymentus application. This role requires conducting deep-dive root cause analysis, writing complex SQL queries, analyzing application logs/code, and professional communication to both internal and external parties. It involves driving permanent resolutions to critical incidents, implementing automation to reduce toil, and collaborating directly with core development teams to enhance platform stability.

Requirements

A bachelor's degree in computer science, engineering, or a related field.
5+ years experience troubleshooting web stack and web services application issues
5+ years experience providing technical support over the phone and email to external clients
5+ year experience with databases and SQL queries
5+ year experience reading or writing object oriented code

Responsibilities

Serve as the primary escalation point for complex technical issues that require solution engineering.
Lead critical incident (P1/P2) response calls, coordinating technical teams to restore service rapidly during outages.
Conduct deep-dive Root Cause Analysis (RCA) for all critical incidents, producing detailed post-mortem reports and defining preventive action items.
Debug application stack traces and analyze source code (Java, .NET, or similar) to pinpoint logic errors versus configuration issues.
Design and execute complex SQL queries to diagnose data inconsistencies across multiple table joins and large datasets.
Analyze database performance issues related to slow-running queries and suggest indexing or query optimization strategies.
Identify opportunities to reduce manual operational "toil" by developing automation scripts (using Python, PowerShell, or Bash).
Develop internal tools or utilities that empower Tier 2 Analysts to solve lower-level issues independently.
Collaborate directly with Core Product Development and DevOps teams to propose architectural improvements and permanent bug fixes.
Participate in code reviews and user acceptance testing (UAT) for hotfixes and maintenance releases to ensure production readiness.
Translate complex technical findings into clear, concise explanations for external clients and internal business stakeholders.
Mentor and train Tier 2 Analysts, creating technical documentation and "runbooks" to improve the team's overall resolution capabilities.