Lead Support Engineer

Lead Application Support Engineer

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 be responsible for reviewing all jobs, server performance, logging and identify areas for improvement.

Your Responsibilities :

• Take our production support to the next level by creating automation scripts, database monitoring and performance dashboards.
• 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.
• Support responsibilities may cover daytime, off-hours, and weekends.

This Role’s Requirements :

• B.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.

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.

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.