Job Description

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 SQL (e.g., cross-table joins) to uncover data patterns that standard Tier 2 checks might miss.
b. Analyze end-to-end transaction logs across multiple system components to trace failures that aren't immediately obvious in the standard error reports.
c. Validate complex data interchange files (XML, JSON, CSV) to pinpoint whether an issue is a client configuration error or a valid platform defect.
3. Client & Stakeholder Communication
a. Serve as the primary liaison between non-technical clients and the technical engineering teams.
b. Translate technical findings into clear, business-friendly language for client updates and incident reports.
c. Collaborate with third-party vendors (e.g., banks, payment processors) to trace transaction failures across external systems.
4. Issue Resolution & Escalation
a. Serve as the quality gatekeeper for escalations to the Tier 3 Engineering team; verify that all necessary logs/evidence are attached.
b. Resolve escalated issues that require deeper system knowledge.
5. Process Improvement & Knowledge Base
a. Create and update Knowledge Base (KB) articles to document solutions for recurring issues, empowering Tier 1 to solve them in the future.
b. Identify repetitive manual tasks or common user errors and provide feedback to the Product team for usability improvements.

Supervisory Responsibility
None

Education and Experience
1. A bachelor's degree in computer science, engineering, or a related field.
2. 3+ years experience troubleshooting web stack and web services application issues
3. 3+ years experience providing technical support over the phone and email to external clients
4. 3+ year experience with databases and SQL queries
5. 3+ year experience reading or writing object oriented code

Salary Range: $80k-100K

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands
This position requires extended sitting and/or standing at a computer workstation.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 40 hours a week. On-call shifts covering nights and weekends are required, rotating on a weekly basis.

Travel
Little to none.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement
Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Reasonable Accommodation
Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical
or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.
An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.