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 transparent internal/external communication. The main goal is to investigate, resolve, or elevate issues in a timely manner to minimize client impact and expedite accurate resolutions. Essential Functions/ Responsibilities 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. 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

📌 Production Support Analyst (Richmond Hill)
🏢 Socket.dev
📍 Richmond Hill