Production Support Engineer

Job description

Summary/Objective 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. Essential Functions/ Responsibilities: 1. Advanced Issue/Incident Resolution & RCA a. Serve as the primary escalation point for complex technical issues that require solution engineering. b. Lead critical incident (P1/P2) response calls, coordinating technical teams to restore service rapidly during outages. c. Conduct deep-dive Root Cause Analysis (RCA) for all critical incidents, producing detailed post-mortem reports and defining preventive action items. d. Debug application stack traces and analyze source code (Java, .NET, or similar) to pinpoint logic errors versus configuration issues. 2. Database & Data Integrity a. Des...