Production Support Analyst

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 escalate issues in a timely manner to minimize client impact and expedite accurate resolutions. Essential Functions/ Responsibilities: 1. Issue Resolution & Incident Triage a. Act as the first point of escalation for issues routed from Tier 1 or reported directly by key clients. b. Escalate/resolve issues based on severity (SLA) and business impact, ensuring critical issues are addressed immediately. c. Manage the full lifecycle of support tickets ensuring accurate documentation, status updates, and timely closure. 2. Technical Investigation & Data Verification a. Conduct data-driven investigations by querying databases (SQL) b. Analyze application logs to identify error patterns, reject codes, or connectivity timeouts. c. Validate data interchange files (XML, JSON, CSV) to ensure payment files adhere to required specifications a...