"Alerted.org

Job Description

We are seeking a highly skilled and proactive Production Support Engineer to join our Merchant Services team, supporting critical applications across multiple platforms. This role is focused on providing production services for Healthcare Payment Solutions, leveraging modern cloud infrastructure and DevOps tools to ensure system reliability, performance, and scalability.

Key Responsibilities:

• Provide production support for critical applications across four Merchant Services platforms in an agile environment.

• Monitor application performance to ensure 100% SLA compliance.

• Triage production tickets and issues, prepare Root Cause Analysis (RCA) documentation, and partner with application teams and support groups to resolve incidents.

• Conduct impact analysis based on issue trends and system behavior.

• Support Site Reliability Engineering (SRE) workloads and automate routine BAU tasks using scripting.

• Participate in after-hours and weekend support rotations as needed; remain on-call during critical business periods.

• Identify root causes in application code and databases; suggest and implement break-fix solutions.

• Follow release management and deployment protocols to migrate code changes effectively.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Minimum 7 years of experience in the payment technology industry.

• 5–10 years of experience in a production support environment with exposure to change management processes.

• Strong hands-on experience with:

o Cloud Infrastructure (AWS, Azure, Heroku, GCP)

o Docker, Kubernetes, Terraform

o ELK Stack, Instana, Grafana

o Java, J2EE, Spring, Microservices

o Oracle, SQL, Splunk, Python, Perl

o Unix/Linux scripting and database terminologies

• 3–5 years of experience with monitoring and alerting tools such as AppDynamics, Splunk, and Interscope.

• Excellent communication and documentation skills.

• Ability to work under high-pressure situations with strong troubleshooting and triage capabilities.

• Proficiency in Microsoft Office tools including Excel, PowerPoint, SharePoint, Access, and Visio. • Experience supporting Healthcare Payment Solutions or similar regulated environments.

• Strong problem-solving mindset with a passion for automation and operational excellence.

• Ability to work independently and collaboratively in a global, fast-paced environment.