Technical Lead, PSO

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.

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 :

Nice To Have Skills :

What We Offer :

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.