Escalations Analyst

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Paramount Commerce

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

💸 Finance

💳 Fintech

Finance • Fintech

Paramount Commerce is a leading payment solutions provider specializing in Pay By Bank services. With over 20 years of industry experience and $100 billion in volumes processed, the company offers innovative payment technologies that are faster, simpler, and more cost-effective than traditional methods. Paramount Commerce's solutions, which include INTERAC® Instant Bank Transfers, help merchants facilitate instant payments, acquire new customers, reduce costs, and enhance customer loyalty. The company is also known for its advanced risk management system, which helps mitigate fraud and improve transaction safety. With an in-house team of experts, Paramount Commerce continuously evolves its services to offer cutting-edge payment solutions and maintain its status as a trusted partner in the industry.

📋 Description

• Own real-time visibility of the production environment through 24/7 operational monitoring using Grafana • Resolve Tier-2 technical escalations from merchants and business customers • Troubleshoot complex RESTful API, JSON payload, webhook, and integration issues • Translate technical error codes into merchant-understandable resolutions • Package technical findings and evidence for Engineering and Product • Monitor Engineering-owned SLOs and connect technical uptime to merchant transaction success • Identify recurring API friction and champion product or documentation improvements • Participate in rotating shifts and on-call coverage, including weekends as required • Maintain ticket hygiene and resolve issues within SLA timelines • Update public and internal Status Pages during incidents • Maintain technical runbooks for API errors and merchant-facing issues • Provide merchant-impact data for post-incident reviews and root cause analyses

🎯 Requirements

• 3+ years in Technical Support, Escalations, or Integration Engineering • Experience ideally within a FinTech or API-centric organization • Strong understanding of REST APIs, JSON, Webhooks, and HTTP status codes • Experience using Postman or cURL for troubleshooting • Familiarity with Grafana and log-analysis tools • Proficiency in ticket management systems • Proven ability to trace issues through microservices using correlation IDs and application logs • Ability to explain complex technical failures to support teams • Ability to translate technical metrics into business impact • Ability to participate in rotating shifts and on-call coverage, including weekends as required

🏖️ Benefits

• Competitive salary • Generous Vacation & Summer Fridays • Health & Dental Benefits • Wellness Spending Account • Retirement savings matching plan • Birthday Day Off • Quarterly Socials • Volunteer Days to give back to our community • Parental leave top up program • Equal opportunity employer • Accommodations available on request