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Paymentus Group Inc

Production Support Analyst

Richmond Hill, ON, L4B 3N9, Canada

Salary Range: $70k-$90k · Full-time

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Job details

Pay: Salary Range: $70k-$90k
Job type: Full-time
Working hours: 40 hours a week
Posting language: English
Posted: Oct 13, 2026

Original job description

Detailed description

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 clear internal/external communication. The main goal is to investigate, resolve, or escalate 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 payment files adhere to required specifications and identify formatting/data errors.
Client & Stakeholder Communication a. Serve as the primary liaison between non-technical clients and the technical engineering teams. b. Translate technical findings into clear, business-friendly language for client updates and incident reports. c. Collaborate with third-party vendors (e.g., banks, payment processors) to trace transaction failures across external systems.
Issue Resolution & Escalation a. Identify and replicate software defects; package these findings with clear "Steps to Reproduce" and log excerpts before escalating to Tier 3 Engineering.
Process Improvement & Knowledge Base a. Create and update Knowledge Base (KB) articles to document solutions for recurring issues, empowering Tier 1 to solve them in the future. b. Identify repetitive manual tasks or common user errors and provide feedback to the Product team for usability improvements.

Supervisory Responsibility None

Education and Experience

A bachelor's degree in computer science, engineering, or a related field.
1 years experience troubleshooting web stack and web services application issues
1 years experience providing technical support over the phone and email to external clients
Familiarity with basic database concepts (The original role required 1+ year experience with databases and SQL queries)
Basic understanding of software concepts (The original role required 1+ year experience reading or writing object oriented code)

Salary Range: $70k-$90k

Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands This position requires extended sitting and/or standing at a computer workstation.

Position Type/Expected Hours of Work This is a full-time position. Days and hours of work are Monday through Friday, 40 hours a week. On-call shifts covering nights and weekends are required, rotating on a weekly basis.

Travel Little to none.

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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.

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More about this job

Responsibilities

The Production Support Analyst provides Tier 2 technical support by triaging incidents, investigating issues using SQL and log analysis, and communicating findings to clients. They also manage support tickets, document solutions in the knowledge base, and escalate complex defects to the engineering team.

Requirements

Candidates must have a bachelor's degree in computer science or engineering and at least one year of experience in technical support and web stack troubleshooting. Proficiency in SQL, database concepts, and basic object-oriented programming is required.

Skills

Technical support
SQL
Database querying
Incident triage
Log analysis
Data validation
XML
JSON
CSV
Communication
Troubleshooting
Web stack
Web services
Object oriented code
SLA management

Visa sponsorship

Not detected in the job text

Keywords

Production Support
Tier 2 Support
SQL
Database
Incident Triage
SLA
Application Logs
XML
JSON
CSV
Web Stack
Web Services
Object Oriented Code
Knowledge Base
Troubleshooting
Paymentus
Technical Support
Data Verification
Software Defects
Engineering

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