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Rapyd Escalation Engineer 
Israel 
73041928

25.06.2024
Description

Get the tools to grow globally at . Follow: , , ,

As an Escalation Engineer you will be responsible for:

  • 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 – starting from the design to the implementation method, and the handover to the relevant teams.
  • Maintain production quality – work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and constantly enhance production quality.
Requirements
  • At least 2 years of experience in Technical Support/Sales Engineer/Escalation customer-facing or any other similar position under the Customer Success department for B2B – Must
  • Experience with APIs (especially REST APIs), SQL, and Postman – Must
  • Experience with inspecting and diagnosing logs – Must
  • Strong ability to understand the design of complex system architecture, perform in-depth analysis, problem-solving skills, and provide creative technical solutions
  • Have the “Support bug” in you – curious and motivated to provide the best for each incoming issue, and have great problem-solving skills.
  • A people person, team player, strong can-do mentality, great communication skills, ability to work independently, and multitasking abilities.
  • Excellent English – Verbal and written
  • Familiarity with Jira and Confluence – Advantage
  • Proven resume in the FinTech Industry domain – Advantage