Rapyd has unified payments, payouts and fintech on one worldwide platform, and we’re assembling the world’s best team to liberate global commerce. With offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the U.S., the opportunities at Rapyd are limitless. We believe in straight talk, quick decisions, strong execution and elegant solutions. Rapyd is where hard work pays off and careers take off. Join us and let’s build the future of fintech together. Get the tools to grow globally at www.rapyd.net. Follow: Blog, Insta, LinkedIn, Twitter As a Escalation Engineer you will be responsible for: Serve as a focal point and source of knowledge for departments in the company and for our clients. Share the knowledge, by being a point of advice for the CS department and other internal teams, and work on keeping our KB up to date, including creating new articles. Manage major and critical production outages - Take ownership, troubleshoot, diagnose, resolve technical issues, and prepare internal and external RCAs. Work closely with business and engineering teams to ensure efficient issue resolution, maneuvering towards the most suitable solutions, and minimizing further escalations as much as possible. Analyze production traffic and locate design gaps - deep-dive analysis of the transaction processing by our clients with our partners, identification of design gap (what is missing and what needs to be done), and analysis of top-tier client processing approval ratio. Participate in the features development life cycle - starting from the design to the implementation method, and the handover to the relevant teams. Maintain production quality - work closely with the engineering team to coordinate maintenance in production, provide risk analysis, and constantly enhance production quality. Requirements At least 1-2 years of experience in Technical Support/Sales Engineer/Escalation customer-facing or any other similar position under the Custome
