Senior Production Support Engineer - Canada

Hyperlayer; United States; À distance; USD 120 000 - 170 000; Plein temps

Résumé du poste

Hyperlayer is seeking a Senior Sustaining Engineer to join our Production Support team in the US. You will lead 24x7 on-call incident response for a fintech platform, perform RCA, and implement robust fixes with a focus on availability and SLA adherence.

You will mentor mid- and junior engineers, drive ITILv4-aligned processes, and collaborate with cross-functional teams across time zones to improve system reliability and performance.

Qualifications

• Proven incident response leadership in a fintech or regulated environment.
• Experience mentoring mid-level engineers and driving process improvements.
• Strong communication and collaboration across time zones and teams.

Responsabilités

• Act as primary on-call responder in a 24x7 rotation for high-priority incidents.
• Perform root-cause analysis and deliver RCAs within 5 business days for Sev1/Sev2 incidents.
• Lead development and deployment of small customer-facing features with high change success.
• Mentor engineers on incident response, troubleshooting, and coding standards.

Connaissances

Incident response leadership

Mentoring engineers

Cross-functional collaboration

Strong communication

Formation

Bachelor's degree in CS/Engineering

Outils

Datadog

Rootly

CloudWatch

JetStream

Redis

Description du poste

About the role

• As a small, agile company, we thrive on collaboration, innovation, and accountability.
• As a Senior Sustaining Engineer on our Production Support team,you’llbe an essential part ofmaintainingthe stability and reliability of our fintech platform’s B2B, B2C, and SaaS production environments.You’lllead the technical response to complex incidents, work closely with cross-functional and global teams to resolve recurring issues, and contribute to the development of customer-requested features.
• With a focus on improving software maintainability, system resilience, and meeting contractual SLAs,you’llmentorengineersacross the teamand drive continuous improvement in our ITILv4-aligned processes and codebase. This role supports our follow-the-sun 24x7 model, with on-call rotations across UK, US/Canada, and NZ/India teams.
• This positionoperatesduring standard business hours (Monday-Friday). The role also includes participation in an out-of-hours on-call rotation, withadditionalcompensation providedin accordance withcompany policy. While we collaborate closely with global teams (UK, US/Canada, NZ/India) in a follow-the-sun model, primary work hoursremainaligned to the weekday schedule.

What you'll do

• Act as a primary responder in a 24x7 on-call rotation for high-priority incidents, ensuring fast acknowledgment (MTTA targets) and resolution to minimize customer impact in our event-driven fintech platform
• Conduct root-cause analysis (RCA) for complex issues, collaborating closely with development teams to implement robust solutions and deliver RCAs within 5 business days for Sev1/Sev2 incidents.
• Lead the development and deployment of small, customer-facing features and improvements, ensuring alignment with business needs and system requirements while adhering to change success rates ≥99%.
• Work with mid- and junior-level engineers, providing guidance in incident response, troubleshooting best practices, and coding standards within a global rota, including handovers and knowledge sharing via tools likeRootly.
• Take ownership of software maintainability initiatives,identifyingand implementing optimizations, and enhancing system performance to achieve availability ≥99.99% (four nines).
• Participate in regular post-incident reviews (blameless retros), documenting lessons learned and suggesting improvements to incident response processes and runbooks for ourtechnology stack.
• Collaborate with the infrastructure team tomonitorsystem health and proactivelyidentifyareas for improvement in stability and efficiency using tools like Datadog,Rootly, and CloudWatch/AppDynamics.

Qualifications

• Bachelor’s degree in computer science, Engineering, or a related field.
• Minimum of5+ years of experience in sustaining engineering, DevOps, or software engineering with a focus on incident response and system reliability in fintech or regulated environments.
• Advanced troubleshooting skills and experience with Golang (preferred), Java, or similar languages, plus familiarity with event-driven architectures (e.g., NATS/JetStream, Redis clustering).
• Strong familiarity with monitoring and incident response tools (e.g., Datadog,Rootly) and experience implementing improvements insimilarsystems to meet SLAs like MTTA/MTTR.
• Proven ability to conduct in-depth root-cause analysis and implement long-term fixes in compliance-aware settings (e.g., GDPR/FCA-aligned).
• Experience mentoring or guiding mid-level engineers, with a focus on knowledge sharing and process improvements in geo-distributed teams.
• Awareness of ITILv4 principles (e.g., incident/change management) and tools likeRootlyfor unified workflows.
• Strong communicationskills and the ability to work collaboratively with both technical and non-technical teams across time zones.

Equity, diversity, and inclusion

Hyperlayer'smission is to make a positive impact on people’s lives, making it easier for everyone tomanagetheir money.
Hyperlayer's commitment to equity, diversity, and inclusion is a key part of this; it helps us better serve our customers, employees, and business partners from every background.
We are constantly learning and striving to do better, and we expect all staff to actively take part in this process.

Data Privacy

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