Escalation Engineer

Responsibilities

• Serve as a focal point and source of knowledge for departments in the company and for our clients. Share the knowledge by being a point of advice for the CS department and other internal teams, and work on keeping our KB up to date, including creating new articles.
• Manage major and critical production outages - Take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs.
• Work closely with business and engineering teams to ensure efficient issue resolution, maneuvering towards the most suitable solutions, and minimizing further escalations as much as possible.
• Analyze production traffic and locate design gaps - deep-dive analysis of the transaction processing by our clients with our partners, identification of design gap (what is missing and what needs to be done), and analysis of top-tier client processing approval ratio.
• Participate in the features development life cycle ...