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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.