Production Support Manager (Contract)

ePayPolicy•Austin, TX

9d•Hybrid

About The Position

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future. We are seeking a talented and highly motivated Production Support Manager to join our dynamic team on a temporary basis. As a Production Support Manager, you will play a critical role in ensuring the stability, availability, and performance of our platform. You will be responsible for leading a team that monitors, troubleshoots, and resolves production incidents, as well as working closely with cross-functional teams to improve system reliability and scalability. If you are passionate about delivering a world-class customer experience, have a strong technical background, unmatched detective skills, and thrive in a collaborative environment, this role is for you.

Requirements

Strong ownership mentality with a focus on customer satisfaction.
5+ years of proven experience as a Production Support Engineer, Site Reliability Engineer, or a similar role within a SaaS-based environment.
Strong understanding of software development lifecycle (SDLC) and production support processes.
Solid knowledge of databases, APIs, and web technologies.
Ability to write complex SQL queries for forensic and business intelligence purposes.
Ability to investigate issues using debuggers, Application Insights, Log Analytics, and Azure Sentinel. Extremely proficient with KQL.
Experience with incident management tools and monitoring systems.
Familiarity with Azure Platform as a Service offerings.
Scripting skills and experience with automation tools.

Nice To Haves

Deep understanding of and experience with ACH and Credit Card processing.
Ability to read and write C# and JavaScript code.
2+ years experience leading performant support teams.
Experience with fintech/insuretech platforms or financial software solutions.
Knowledge of financial regulations and compliance (such as PCI-DSS, GDPR, etc.).
Familiarity with DevOps practices and CI/CD pipelines.
Certification in relevant technologies (Azure, Microsoft, .NET, etc.).

Responsibilities

Monitor and maintain the stability, availability, and performance of our SaaS-based platform.
As a player/coach, you will lead by example to improve the team’s response and resolution time to production incidents.
Show empathy and compassion toward customers, and a sense of ownership over the production environment.
Perform root cause analysis (RCA) for production issues and implement corrective measures to prevent their recurrence.
Collaborate with development, operations, and quality assurance teams to ensure smooth deployments and releases.
Create strategies and processes to constantly improve the platform’s reliability and availability.
Stay updated with industry best practices and emerging technologies related to fintech/insuretech and production support.
Foster a team that attracts, retains, and develops top talent.
Show genuine interest in developing team members through coaching and career/skills development. Conduct 1:1s regularly.
Develop and maintain technical documentation, including incident reports, standard operating procedures, and knowledge base articles.

Benefits

Competitive salary
Comprehensive benefits package with employer-paid basic life and disability premiums
401K
Flexible Paid Time Off Policy (FTO)
Company-sponsored quarterly “ePayItForward” initiatives
Supportive and inclusive company culture with a focus on work/life balance
Fully-stocked kitchen
Lunch stipend when working onsite
Open communication
Huge opportunity for growth