Technical Lead, PSO

at  Paymentus Canada Corporation

Who We Are
Paymentus is an electronic bill payment solutions company looking for high performers to join our Customer Success support team. We are a SaaS provider built upon a massively scalable platform, supporting thousands of businesses and millions of transactions on a daily basis.
Who You Are
Lead Application Support Engineer that has crisis management and customer facing experience. You are a self-driven support engineer with the ability to work in a fast-paced environment and adapt to changing priorities. This position will serve as the primary point of contact between Paymentus Banking & Fintech division and the customer during critical support incidents.

NICE TO HAVE SKILLS:

• Experience with scripting/programming languages (Bash, Java, Python)
• Experience with front end web interfaces (HTML5, Javascript, CSS3)
• Cloud technologies (AWS, GCP, Azure)
• Web/Network stack administration.

YOUR RESPONSIBILITIES:

• Respond to alerts, alarms and events emitted from the platform and take action to address them in a timely manner.
• Identify gaps within the current monitoring infrastructure and create/recommend/enhance tools to address them.
• Lead and mentor members of the Application Support team.
• Work cross functionally to complete your critical tickets with any necessary team within the company.
• Build and maintain internal relationships to ensure SLAs and service excellence is provided to clients.
• Perform root cause analysis on events by utilizing logs, tools, and available documentation.
• Own/contribute to building a support runbook/KB for various products.
• Submit, Manage, Own defects/enhancements to development/product teams to help harden products/services.
• Assess the impact of potential client and/or platform-wide incidents and escalate to the appropriate teams.
• Conduct proactive health checks for high priority clients on a regular interval, identifying and remediating issues discovered.
• Work shifts that may cover daytime, off-hours, and weekends (24x7x365).

THIS ROLE’S REQUIREMENTS:

• S. Degree in Computer Science or comparable experience.
• 10+ years of experience in a Support Application role and/or Technical Team Lead role
• Experience with logging/monitoring tools (AWS Cloudwatch, Splunk, ELK, etc.)
• Must be proficient in SQL and be able to write and modify queries to troubleshoot issues.
• Familiarity with various online banking applications and understanding of third-party integrations a plus.
• Familiarity with Linux and the command line interface.
• A working understanding of web infrastructure (Web servers, load balancers, application servers)
• Effective written and verbal communication skills.
• Expert in priority management for yourself and your team.
• Problem Solver – recognizes the need to resolve issues quickly and effectively, uses logic to solve problems; identifies problems and brings forward multiple solution options; knows who/when to involve appropriate people when troubleshooting issues.
• Communication – ability to use formal and informal written and/or verbal communication channels to inform others; articulates ideas and thoughts clearly both verbally and in writing.
• Dynamic and self-motivated - able to work on their own initiative and deliver the objectives required to maintain service levels.