Production Support Engineer: Incident Response & Automation

Paymentus Holdings Inc.; Richmond Hill; Hybrid; CAD 125,000 - 153,000; Full time

Job summary

Paymentus Holdings Inc. is seeking a Production Support Engineer to provide Tier-3 escalation support and platform reliability expertise for the Paymentus application.

The role requires deep-dive RCA, advanced SQL, log/code analysis, and collaboration with core development teams to drive permanent resolutions. The ideal candidate will design automation to reduce toil, mentor Tier 2 Analysts, and communicate complex findings clearly to clients and stakeholders.

Qualifications

• Bachelor's degree in CS/Engineering.
• 5+ years troubleshooting web stack and web services issues.
• 5+ years providing technical support via phone and email to external clients.
• 5+ years with databases and SQL queries.
• 5+ years reading or writing object oriented code.

Responsibilities

• Lead complex issue/incident resolution and RCA for critical outages.
• Design and run complex SQL queries to diagnose data issues across large datasets.
• Develop automation scripts (Python, PowerShell, or Bash) to reduce toil.
• Collaborate with Core Product Development and DevOps for permanent fixes and improvements.
• Translate technical findings for clients and internal stakeholders; create runbooks.

Skills

RCA & incidents

SQL queries

Root cause analysis

Scripting (Python)

Java/.NET

DevOps collaboration

Technical communication

Education

Bachelor's degree in CS/Engineering

Tools

Java

.NET

SQL

Job description

Paymentus Holdings Inc. is seeking a Production Support Engineer to provide Tier-3 escalation support and platform reliability expertise for the Paymentus application.

The role requires deep-dive RCA, advanced SQL, log/code analysis, and collaboration with core development teams to drive permanent resolutions. The ideal candidate will design automation to reduce toil, mentor Tier 2 Analysts, and communicate complex findings clearly to clients and stakeholders.