JOB DESCRIPTION We are looking for a Production Support Engineer (based in India, remote) to join our customer-facing team supporting our flagship platforms Ledger and Payments deployed at banks and financial institutions across North America. The role is the first line of technical response for customer-reported issues across these mission-critical products, where transaction-level SLAs are tight and the technical bar is high. • Act as first- and second-line responder to customer tickets across Ledger and Payments • Triage incoming issues, reproduce defects, and work with engineering on root-cause analysis. • Monitor payment flows (FedNow, TCH RTP, Visa B2B Connect, stablecoin rails) and ledger transaction health • Investigate using application logs, API traces, database queries, and message-queue inspection • Maintain and improve runbooks, knowledge-base articles, and customer-facing documentation • Support customer onboarding, UAT, and certification cycles alongside the implementation team • Drive timely communication with customers status updates, RCA reports, and post-incident reviews • Operate as part of the night-shift coverage window aligned to US business hours QUALIFICATIONS & SKILLS • 2–4 years of experience in Production Support, Application Support, or Technical Support within SaaS, FinTech, Banking, or Financial Services. • Comfortable reading API logs, REST / JSON payloads, and basic SQL for investigation • Working knowledge of payments concepts — ACH, RTP, wire transfers, reconciliation • Strong written and verbal communication — most customer interaction is via ticket and email • Familiarity with ticketing tools (Jira, ServiceNow, Zendesk, or equivalent) • Linux fundamentals and basic shell / scripting comfort • Comfortable working night shift aligned to US business hours (approximately 6:30 PM – 3:30 AM IST) on a permanent basis this role does not rotate to day shifts • Stable home setup with reliable internet and a quiet workspace suitable for a remote night-shift role