Sr Production Support Analyst

Job description

Summary/Objective The primary role of a Senior Production Support Analyst is to provide advanced Tier 2 technical support for the Paymentus application, bridging the gap between the Production Support Analyst and Production Support Engineering teams. This role requires managing high-complexity issues and conducting intricate data-driven investigations utilizing SQL and log analysis. The main goal is to maximize first-contact resolution rates, mentor junior analysts, and optimize support workflows to reduce the escalation volume sent to Tier 3 technical support. Essential Functions/ Responsibilities: 1. Advanced Issue Resolution and Incident Escalation a. Act as the technical escalation point for the Production Support Analyst team, assisting them with stuck cases or ambiguous inquiries. b. Guide team members through the triage process for high-severity issues, helping them prioritize workload based on business impact. c. Review complex tickets managed by junior analysts to ensure accurate documentation and appropriate categorization before closure or further escalation. 2. Technical Investigation & Data Verification a. Conduct advanced data-driven investigations, utilizing complex...