Escalations Analyst
New
P
Paramount CommerceFintech
CanadaFull-TimeMiddle
Salary70,000 - 90,000 CAD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- GrafanaRESTful APIsMicroservicesJSONPostmanTroubleshooting
Requirements
- 3+ years of experience in Technical Support, Escalations, or Integration Engineering.
- Experience in a Fintech or API-centric organization is preferred.
- Strong understanding of REST APIs, JSON, webhooks, and HTTP status codes.
- Proficiency in troubleshooting using Postman or cURL.
- Familiarity with Grafana for monitoring and log-analysis tools.
- Experience with ticket management systems.
- Proven ability to trace technical issues through microservices using correlation IDs and application logs.
- Exceptional ability to explain complex technical failures to supporting teams and translate technical metrics into business impact.
- Ability to work in a rotating shift and on-call schedule.
Responsibilities
- Own real-time production monitoring using Grafana to detect anomalies.
- Serve as the Tier-2 escalation point for direct merchant and business customer support.
- Troubleshoot complex API integration issues, including RESTful APIs, JSON payloads, and webhooks.
- Document technical findings and reproducible tickets for Engineering and Product teams.
- Monitor Engineering-owned SLOs to ensure successful transaction experiences for merchants.
- Participate in a rotating 24/7 on-call schedule including weekends.
- Maintain technical runbooks for common API error codes and merchant-facing issues.
- Contribute merchant-impact data to Post-Incident Reviews and Root Cause Analysis (RCA).
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