Production Support Analyst

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 escape issues in a timely manner to minimize client impact and expedite accurate resolutions.

Essential Functions / Responsibilities

1. Issue Resolution & Incident Triage

• Act as the first point of escalation for issues routed from Tier 1 or reported directly by key clients.
• Escalate/resolve issues based on severity (SLA) and business impact, ensuring critical issues are addressed immediately.
• Manage the full lifecycle of support tickets ensuring accurate documentation, status updates, and timely closure.

2. Technical Investigatio...