Production Support Engineer

Every day, ePayPolicy helps over 7,500 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.)

How do we do it? With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools and check reconciliation, all within a single dashboard.

Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them.

Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future.

Job description

We are seeking a talented and highly motivated Production Support Engineer to join our dynamic team. At ePayPolicy, we are a bit fanatical about providing our clients with world-class support. Our mission in Production Support is to provide fixes, answers, and solutions to ePayPolicy's other teams. We strive to give our internal customers the same level of support they provide to our customers each day.

We are a team of software and support engineers. We sync daily and work collaboratively. We swarm on a problem when we need extra brainpower. We move fast, but never at the expense of accuracy. We aim to have a second and third set of eyes on any "mods to prod" we enact. We have good days and bad days, but we never quit until the problem(s) are solved.

In this role, you will:

• Monitor and maintain the stability, availability, and performance of our SaaS-based platform.

• Stay calm and move with urgency to drive quality response and resolution time to production incidents.

• Show empathy and compassion toward customers and a sense of ownership over the production environment.

• Develop and maintain technical documentation, including incident reports, standard operating procedures, and knowledge base articles.

• Perform root cause analysis (RCA) for production issues and implement corrective measures to prevent their recurrence.

• Collaborate with development, operations, and quality assurance teams to ensure smooth deployments and releases.

• Stay updated with industry best practices and emerging technologies related to fintech/insuretech and production support.

What you bring:

• Demonstrated ability to engage in frequent and meaningful communication with stakeholders. 

• Strong ownership mentality with a focus on customer satisfaction.

• Proven technical support experience investigating and troubleshooting issues remotely.

• Experience in creating concise, readable, and meticulous technical documentation.

• Strong understanding of security principles, with a focus on zero trust and least privilege.

• Proficiency in scripting languages, SQL, and log querying. KQL is a plus.

• Experience working with serverless code, role-based access control, and cloud-based storage solutions.

• Ability to perform data analysis, engineering, and visualization.

Nice to Have:

• Familiarity with incident response tools and processes, including PagerDuty and ChatOps platforms like Slack.

• Experience with code review, pull/merge requests, and version control systems like Git.

• Knowledge of network protocols and troubleshooting techniques, including TCP/IP, DNS, SSL, FTP, SSH, reverse proxies, and firewalls.

• Understanding of compliance standards such as PCI-DSS and GDPR.

• Experience with credit card and ACH payment processing.

• Knowledge of REST API concepts, including API clients, headers, authentication/authorization, methods, and JSON.

Bonus:

• CI/CD: Experience with build and deployment pipelines.

• Website Debugging: Experience with web developer tools and JavaScript/TypeScript.

Our Technologies:

• Azure PaaS Technologies:

  • Azure SQL Server

  • Azure Functions/App Services

  • Azure Service Bus

  • Azure Cognitive Services

  • App Configuration

  • Logic Apps

  • Log Analytics/Azure Sentinel

• Cloudflare

• Google BigQuery

• Programming Languages:

  • .NET Framework and .NET Core

  • Powershell

  • Python

Why ePayPolicy

• Competitive salary

• Comprehensive benefits package with employer-paid basic life and disability premiums

• 401K

• Unlimited PTO

• Company-sponsored quarterly “ePayItForward” initiatives 

• Supportive and inclusive company culture with a focus on work/life balance

• Fully-stocked kitchen

• Lunch stipend when working onsite

• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)

• Huge opportunity for growth

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager. 

We value diversity here at ePayPolicy and understand the importance of creating a safe and comfortable work environment, encouraging individualism and authenticity in every member of our team. We strive to create an accessible and inclusive experience for all candidates. If you need an accommodation during the application or recruiting process, please submit a request to our team via this Interview Accommodation form: https://forms.gle/xKppyKTSqfTUi7hz5

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