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Production Support Engineer

Atlanta, Georgia, United States

Who are we?

Optimized Payments is the only fintech firm purpose-built to find and unlock value wherever it resides in our portfolio’s payment ecosystem. We’ve assembled a team with deep expertise across payments specialties to develop a proprietary analytics platform that finds actionable insights. We are an Atlanta based 17-year-old, and growing, company looking for talented individuals who want to grow with us. 

 

Our client portfolio includes Fortune 500 firms such as Apple, Staples, Safeway, Priceline, AutoNation, and the U.S. Postal Service.

Who are you?

Are you proactive, client-focused, and seeking to join a growing fintech? Look no further! Our dynamic team is seeking a Production Support Analyst to join us.

 

OP is seeking an innovative and dedicated individual committed to both serving our customers and having fun! Driven, with an entrepreneurial spirit and a heart for fintech. We’re looking for someone who wants to make a significant impact on the Company, Clients, and your Career. At Optimized Payments, our people embrace these qualities, so if this sounds like you then please read on!

 

The Role:

This role combines technical problem-solving expertise with proficiency in using system monitoring tools to track system health and identify potential problems, ensuring our platform runs smoothly. The ideal candidate is skilled in troubleshooting technical issues and Ability to collaborate effectively with cross-functional teams to resolve production issues efficiently.

While this is a hybrid Atlanta based position, you will have the opportunity to work remote primarily.

 

Responsibilities:

Technical Support:

  • Actively monitor production systems for performance issues, alerts, and potential disruptions using monitoring tools.
  • Analyze system performance metrics to identify bottlenecks and propose improvements to enhance system efficiency
  • Coordinate with IT teams and help close out the open issues.
  • Ability to collaborate effectively with cross-functional teams to resolve production issues efficiently
  • Understand the Payments ecosystem and become a functional SME
  • Excellent analytical and troubleshooting skills to diagnose complex technical issues and identify root causes

Collaboration & Communication:

  • Partner with product, engineering, and account management teams to ensure seamless communication and resolution of client issues.
  • Prepare and deliver regular status updates and reports to clients regarding ongoing issues or product changes.
  • Contribute to the creation of support documentation, FAQs, and training materials to enhance efficient problem-solving.

System Maintenance & Reporting:

  • Monitor and support scheduled production releases, ensuring smooth rollouts and immediate resolution of post-release issues.
  • Track and document all support incidents in a ticketing system, ensuring complete and clear records of interactions.
  • Analyze recurring issues to identify trends and propose long-term solutions.

Continuous Improvement:

  • Actively seek ways to improve support processes and tools, contributing to greater efficiency and client satisfaction.
  • Stay up-to-date on FinTech industry trends, SaaS innovations, and platform updates to better serve clients.

 

Skills and Qualifications:

  • Bachelor's degree in computer science, Information Systems, Business, or a related field (or equivalent experience).
  • 2+ years of experience in production support or similar experience in relevant industry.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving skills.
  • Strong technical troubleshooting skills with knowledge of SQL, APIs, and cloud-based platforms (e.g., AWS, Azure).
  • Experience with ticketing systems like Jira, Zendesk, or ServiceNow.

What we offer:

For Full-time Optimized Payments employees, we’re offering the following benefits and perks

  • Competitive salary and benefits package.
  • Stock Options
  • 401(K) Plan
  • Flexible Discretionary PTO + Paid Holidays
  • Opportunity to be part of a dynamic, fast-growing company that will double in size in two years.
  • Hybrid work environment with flexibility to work from home 3 days a week.
  • A collaborative and inclusive company culture where your ideas are valued.
  • Free onsite covered parking and access to a full gym with showers.

 

Employment Equity

Optimized Payments strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by provincial and/or federal law. Accommodations for candidates with disabilities are available on request during all aspects of the recruitment and selection process. If accommodation is needed during the recruitment and selection process, please contact us and we will work with you to meet your accessibility needs.

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