Escalations Analyst / Analyste des escalades techniques

14 hours, 35 minutes ago
Full-time
Mid Level
Customer and Technical Support
Paramount Commerce

Paramount Commerce

Paramount Commerce provides online gaming and remittance merchants with state-of-the-art account-based payment solutions and risk management services, driving customer loyalty and revenue growth.

Diversified Financial Services
51-250
Founded 2003

Description

  • Own real-time monitoring of the production environment and detect anomalies before they affect merchants.
  • Serve as the primary resolver for Tier-2 technical escalations from merchants and business customers.
  • Troubleshoot complex integration issues involving REST APIs, JSON payloads, webhooks, and HTTP status codes.
  • Translate technical error codes and merchant complaints into clear, reproducible tickets for Engineering and Product.
  • Act as the merchant’s voice in engineering SLO discussions and monitor service-level performance.
  • Identify recurring issues in the API experience and recommend product or documentation improvements.
  • Participate in rotating shift and on-call coverage, including weekends, to support 24/7 operations.
  • Maintain ticket hygiene, status pages, and incident communications during outages or escalations.
  • Maintain internal runbooks and knowledge base articles for common API errors and merchant issues.
  • Contribute merchant-impact data and evidence to post-incident reviews and root cause analysis.

Requirements

  • 3+ years of experience in technical support, escalations, or integration engineering.
  • Experience in a fintech or API-centric organization, preferred.
  • 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 with ticket management systems.
  • Ability to trace issues through microservices using correlation IDs and application logs.
  • Exceptional communication skills to explain technical failures in business terms.
  • Availability for rotating shifts, on-call work, and weekends as required.

Benefits

  • Competitive salary with a base range of CAD $70,000–$90,000.
  • Generous vacation and Summer Fridays.
  • Health and dental benefits.
  • Wellness spending account.
  • Retirement savings matching plan.
  • Birthday day off.
  • Quarterly social events and volunteer days.
  • Parental leave top-up program.

Interested in this position?

Apply directly on the company website

Apply Now

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