Production Support Manager (Contract)

Production Support Manager

As a Production Support Manager, you will play a critical role in ensuring the stability, availability, and performance of our platform. You will be responsible for leading a team that monitors, troubleshoots, and resolves production incidents, as well as working closely with cross-functional teams to improve system reliability and scalability.

• Maintain the stability, availability, and performance of our SaaS-based platform.
• Lead by example to improve the team’s response and resolution time to production incidents.
• Show empathy and compassion toward customers, and a sense of ownership over the production environment.
• Show genuine interest in developing team members through coaching and career/skills development. Conduct 1:1s regularly.
• Create strategies and processes to constantly improve the platform’s reliability and availability.
• Stay updated with industry best practices and emerging technologies related to fintech/insuretech and production support.

Minimum Qualifications

• Strong ownership mentality with a focus on customer satisfaction.
• 5+ years of proven experience as a Production Support Engineer, Site Reliability Engineer, or a similar role within a SaaS-based environment.
• Strong understanding of software development lifecycle (SDLC) and production support processes.
• Solid knowledge of databases, APIs, and web technologies.
• Ability to write complex SQL queries for forensic and business intelligence purposes.
• Ability to investigate issues using debuggers, Application Insights, Log Analytics, and Azure Sentinel. Extremely proficient with KQL.
• Experience with incident management tools and monitoring systems.
• Familiarity with Azure Platform as a Service offerings.
• Scripting skills and experience with automation tools.

Preferred Qualifications

• Deep understanding of and experience with ACH and Credit Card processing.
• Ability to read and write C# and JavaScript code.
• 2+ years experience leading performant support teams.
• Experience with fintech/insuretech platforms or financial software solutions.
• Knowledge of financial regulations and compliance (such as PCI-DSS, GDPR, etc.).
• Familiarity with DevOps practices and CI/CD pipelines.
• Certification in relevant technologies (Azure, Microsoft, .NET, etc.).

About the Role

We help over 10,000 insurance companies speed up incoming and outgoing payments by providing modern payment tools. Our secure, online ACH and credit card payment page is the core product for many of our companies. 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.

Benefits

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)
• 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
• Huge opportunity for growth
• Hybrid schedule for in-office employees

Pay

Competitive salary

Schedule

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.