Escalations Analyst / Analyste des escalades techniques
$70,000–$90,000 year
RemoteCanada
Job Summary
Own the real-time visibility of the production environment using Grafana to detect anomalies before merchant impact occurs. Act as the primary escalation point for Tier-1 Support, troubleshooting complex integration issues with RESTful APIs, JSON payloads, and webhooks. Translate technical error codes into merchant-understandable resolutions while maintaining high standards for ticket hygiene and SLA adherence. Serve as the voice of the merchant in Engineering SLO discussions, identifying recurring technical hurdles to champion product or documentation improvements. Participate in a rotating shift and on-call schedule to ensure 24/7 reliability, updating status pages during incidents and contributing data to Root Cause Analysis reviews.
Required Qualifications
- 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 tools like Postman or cURL for troubleshooting
- Familiarity with Grafana (monitoring) and log-analysis tools
- Proficiency in ticket management systems
- Proven ability to trace technical issues through microservices using correlation IDs and application logs
- Exceptional ability to bridge the technical gap, explaining deep technical failures to supporting teams
- Ability to look at a metric (like 500ms latency) and translate it into a business impact
- Must be available for weekend shifts
- Must participate in a rotating shift and on-call schedule
Desired Qualifications
- Experience ideally within a Fintech or API-centric organization
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