Production Support Manager

Every day, ePayPolicy helps over 7,500 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 By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently.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 Manager to join our dynamic team. 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. If you are passionate about delivering a world-class customer experience, have a strong technical background, unmatched detective skills, and thrive in a collaborative environment, this role is for you.

In this role, you will:

• Monitor and maintain the stability, availability, and performance of our SaaS-based platform.
• As a player/coach, you will 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.
• 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.
• 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.
• Foster a team that attracts, retains, and develops top talent.
• Show genuine interest in developing team members through coaching and career/skills development. Conduct 1:1s regularly.
• Develop and maintain technical documentation, including incident reports, standard operating procedures, and knowledge base articles.

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. The technologies we use are listed below.
• Scripting skills and experience with automation tools.

Our Technologies:

• Azure PaaS Technologies:
  • Azure SQL Server
  • Azure Functions/App Services
  • Azure Service Bus
  • Azure Cognitive Services
  • App Configuration
  • Logic Apps
  • Log Analytics/Azure Sentinel
• Cloudflare
• Google BigQuery
• Programming Languages:
  • .NET Framework and .NET Core
  • Powershell
  • Python

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.).

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Unlimited PTO
• 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
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
• Huge opportunity for growth

We operate on a 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. 

ePayPolicy Hiring Practice

We value diversity at ePayPolicy. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.