Jobs and Careers

Production Support Engineer

United Statesfull_timeVerifiedPosted 25 Aug 2025

About the role

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.)

How do we do it? With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But 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. Our customers love us. We love them.

Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future.

Job description

We are seeking a talented and highly motivated Production Support Engineer to join our dynamic team. At ePayPolicy, we are a bit fanatical about providing our clients with world-class support. Our mission in Production Support is to provide fixes, answers, and solutions to ePayPolicy's other teams. We strive to give our internal customers the same level of support they provide to our customers each day.

We are a team of software and support engineers. We sync daily and work collaboratively. We swarm on a problem when we need extra brainpower. We move fast, but never at the expense of accuracy. We aim to have a second and third set of eyes on any "mods to prod" we enact. We have good days and bad days, but we never quit until the problem(s) are solved.

In this role, you will:

Monitor and maintain the stability, availability, and performance of our SaaS-based platform.
Stay calm and move with urgency to drive quality response and resolution time to production incidents.
Show empathy and compassion toward customers and a sense of ownership over the production environment.
Develop and maintain technical documentation, including incident reports, standard operating procedures, and knowledge base articles.
Perform root cause analysis (RCA) for production issues and implement corrective measures to prevent their recurrence.
Collaborate with development, operations, and quality assurance teams to ensure smooth deployments and releases.
Stay updated with industry best practices and emerging technologies related to fintech/insuretech and production support.

What you bring:

Demonstrated ability to engage in frequent and meaningful communication with stakeholders.
Strong ownership mentality with a focus on customer satisfaction.
Proven technical support experience investigating and troubleshooting issues remotely.
Experience in creating concise, readable, and meticulous technical documentation.
Strong understanding of security principles, with a focus on zero trust and least privilege.
Proficiency in scripting languages, SQL, and log querying. KQL is a plus.
Experience working with serverless code, role-based access control, and cloud-based storage solutions.
Ability to perform data analysis, engineering, and visualization.

Nice to Have:

Familiarity with incident response tools and processes, including PagerDuty and ChatOps platforms like Slack.
Experience with code review, pull/merge requests, and version control systems like Git.
Knowledge of network protocols and troubleshooting techniques, including TCP/IP, DNS, SSL, FTP, SSH, reverse proxies, and firewalls.
Understanding of compliance standards such as PCI-DSS and GDPR.
Experience with credit card and ACH payment processing.
Knowledge of REST API concepts, including API clients, headers, authentication/authorization, methods, and JSON.

Bonus: