This is a fully remote position, open to applicants in Canada.

• Take ownership of real-time oversight of the production environment through continuous 24/7 operational monitoring utilizing Grafana.

• Address Tier-2 technical escalations from merchants and business clients.

• Diagnose intricate RESTful API, JSON payload, webhook, and integration challenges.

• Convert technical error codes into resolutions that are comprehensible to merchants.

• Compile technical discoveries and evidence for Engineering and Product teams.

• Oversee Engineering-related SLOs and correlate technical uptime with the success of merchant transactions.

• Detect recurring API challenges and advocate for enhancements in products or documentation.

• Engage in rotating shifts and on-call duties, including weekends as necessary.

• Ensure ticket cleanliness and resolve issues within SLA timelines.

• Update both public and internal Status Pages during incidents.

• Maintain technical runbooks for API errors and issues affecting merchants.

• Supply merchant-impact data for post-incident evaluations and root cause analyses.

• A minimum of 3 years of experience in Technical Support, Escalations, or Integration Engineering.

• Ideally, experience in a FinTech or API-focused organization.

• Solid understanding of REST APIs, JSON, Webhooks, and HTTP status codes.

• Experience with Postman or cURL for troubleshooting purposes.

• Familiarity with Grafana and tools for log analysis.

• Proficient in ticket management systems.

• Demonstrated ability to trace issues through microservices using correlation IDs and application logs.

• Capability to convey complex technical failures to support teams effectively.

• Ability to interpret technical metrics in relation to business impact.

• Willingness to participate in rotating shifts and on-call responsibilities, including weekends as needed.

• Competitive salary.

• Generous Vacation & Summer Fridays.

• Health & Dental Benefits.

• Wellness Spending Account.

• Retirement savings matching plan.

• Birthday Day Off.

• Quarterly Socials.

• Volunteer Days to contribute to our community.

• Parental leave top-up program.

• Equal opportunity employer.

• Accommodations available upon request.

Escalations Analyst

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