Escalation Engineer (Fintech)

TL;DR

Escalation Engineer (Fintech): Managing critical production outages and analyzing system design gaps to optimize transaction processing with an accent on API troubleshooting and production quality. Focus on diagnosing complex technical issues, collaborating with engineering teams, and reducing future escalations.

Company

A global fintech platform that unifies payments and payouts to liberate global commerce.

What you will do

• Act as a technical focal point and source of knowledge for clients and internal departments, maintaining the knowledge base.
• Manage major and critical production outages, including troubleshooting, diagnosis, and preparation of RCAs.
• Collaborate with business and engineering teams to implement efficient resolutions and minimize escalations.
• Analyze production traffic to identify design gaps and optimize transaction approval ratios.
• Participate in the feature development lifecycle from design to implementation and handover.
• Coordinate production maintenance and provide risk analysis to enhance overall system quality.

Requirements

• 1-2 years of experience in B2B Technical Support, Sales Engineering, or Escalation roles.
• Proficiency with REST APIs, SQL, and Postman.
• Experience with inspecting and diagnosing system logs.
• Strong ability to analyze complex system architectures and provide creative technical solutions.
• Excellent verbal and written English proficiency.

Nice to have

• Proven experience in the FinTech industry.
• Familiarity with Jira and Confluence.

Culture & Benefits

• Culture of straight talk, quick decisions, and strong execution.
• Environment where hard work is rewarded and career growth is accelerated.
• Opportunity to work in a global fintech team with a presence in multiple worldwide hubs.