JOB DESCRIPTION
We are looking for a Production Support Engineer (based in India, remote) to join our customer-facing team supporting our flagship platforms Ledger and Payments deployed at banks and financial institutions across North America. The role is the first line of technical response for customer-reported issues across these mission-critical products, where transaction-level SLAs are tight and the technical bar is high.
- Act as first- and second-line responder to customer tickets across Ledger and Payments
- Triage incoming issues, reproduce defects, and work with engineering on root-cause analysis.
- Monitor payment flows (FedNow, TCH RTP, Visa B2B Connect, stablecoin rails) and ledger transaction health
- Investigate using application logs, API traces, database queries, and message-queue inspection
- Maintain and improve runbooks, knowledge-base articles, and customer-facing documentation
- Support customer onboarding, UAT, and certification cycles alongside the implementation team
- Drive timely communication with customers status updates, RCA reports, and post-incident reviews
- Operate as part of the night-shift coverage window aligned to US business hours
QUALIFICATIONS & SKILLS
- 2–4 years of experience in Production Support, Application Support, or Technical Support within SaaS, FinTech, Banking, or Financial Services.
- Comfortable reading API logs, REST / JSON payloads, and basic SQL for investigation
- Working knowledge of payments concepts — ACH, RTP, wire transfers, reconciliation
- Strong written and verbal communication — most customer interaction is via ticket and email
- Familiarity with ticketing tools (Jira, ServiceNow, Zendesk, or equivalent)
- Linux fundamentals and basic shell / scripting comfort
- Comfortable working night shift aligned to US business hours (approximately 6:30 PM – 3:30 AM IST) on a permanent basis this role does not rotate to day shifts
- Stable home setup with reliable internet and a quiet workspace suitable for a remote night-shift role
