Production Support Manager

Responsibilities

• Monitor and maintain the stability, availability, and performance of the SaaS-based platform
• Lead the team as a player/coach to improve response and resolution times for production incidents
• Perform root cause analysis (RCA) and implement corrective measures
• Collaborate with development, operations, and QA teams for smooth deployments
• Create strategies to improve platform reliability and availability
• Develop and maintain technical documentation, incident reports, and SOPs
• Coach and develop team members through regular 1:1s

Requirements

• 5+ years of experience as a Production Support Engineer, SRE, or similar in a SaaS environment
• Strong understanding of SDLC and production support processes
• Solid knowledge of databases, APIs, and web technologies
• Ability to write complex SQL queries
• Proficiency with KQL, debuggers, Application Insights, Log Analytics, and Azure Sentinel
• Experience with incident management tools and monitoring systems
• Familiarity with Azure PaaS offerings
• Scripting skills and experience with automation tools

Preferred Qualifications

• Experience with ACH and Credit Card processing
• Ability to read and write C# and JavaScript code
• 2+ years of experience leading support teams
• Experience with fintech or insuretech platforms
• Knowledge of financial regulations like PCI-DSS and GDPR
• Familiarity with DevOps and CI/CD pipelines
• Certifications in Azure, Microsoft, or .NET

About the Company

ePayPolicy helps insurance companies modernize payment collection through secure online ACH and credit card tools, providing an integrated suite of features including point-of-sale financing and check reconciliation.