Production Support Analyst

Paymentus; Richmond Hill; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading payment solutions provider based in Richmond Hill is looking for a Production Support Analyst to provide Tier 2 technical support. The analyst will conduct data-driven investigations, manage incident resolutions, and communicate findings to clients and technical teams. This role requires a bachelor's degree in computer science or related field and 1 year of relevant experience. The position offers a full-time work schedule, with on-call requirements for nights and weekends.

Qualifications

• 1 year experience troubleshooting web stack and web services application issues.
• 1 year experience providing technical support over phone and email.
• Familiarity with basic database concepts.
• Basic understanding of software concepts.

Responsibilities

• Provide Tier 2 technical support for the application.
• Conduct data-driven investigations using SQL.
• Serve as liaison between clients and technical teams.
• Create and update Knowledge Base articles.

Skills

Technical Support

SQL Database Querying

Incident Management

Client Communication

Education

Bachelor's degree in Computer Science or related field

Tools

XML

JSON

CSV

Job 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 escape issues in a timely manner to minimize client impact and expedite accurate resolutions.

Essential Functions / Responsibilities

1. Issue Resolution & Incident Triage

• Act as the first point of escalation for issues routed from Tier 1 or reported directly by key clients.
• Escalate/resolve issues based on severity (SLA) and business impact, ensuring critical issues are addressed immediately.
• Manage the full lifecycle of support tickets ensuring accurate documentation, status updates, and timely closure.

2. Technical Investigation & Data Verification

• Conduct data-driven investigations by querying databases (SQL)
• Analyze application logs to identify error patterns, reject codes, or connectivity timeouts.
• Validate data interchange files (XML, JSON, CSV) to ensure payment files adhere to required specifications and identify formatting/data errors.

3. Client & Stakeholder Communication

• Serve as the primary liaison between non-technical clients and the technical engineering teams.
• Translate technical findings into clear, business-friendly language for client updates and incident reports.
• Collaborate with third-party vendors (e.g., banks, payment processors) to trace transaction failures across external systems.

4. Issue Resolution & Escalation

• 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

• Create and update Knowledge Base (KB) articles to document solutions for recurring issues, empowering Tier 1 to solve them in the future.
• Identify repetitive manual tasks or common user errors and provide feedback to the Product team for usability improvements.

Supervisory Responsibility

None

Education and Experience

• A bachelor's degree in computer science, engineering, or a related field.
• 1 year experience troubleshooting web stack and web services application issues.
• 1 year experience providing technical support over the phone and email to external clients.
• Familiarity with basic database concepts.
• Basic understanding of software concepts.

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.

This is a current vacancy.