Production Support Engineer

Title: Production Support/Quality Engineer (SDET Background)
OpenEnvoy is an AI-first financial automation platform, and our customers rely on us to get accounts payable and receivable right — accurately, at scale, and in real time. We're looking for a Production Support Engineer who blends the rigor of an SDET with the empathy of a customer-facing engineer.
This is a hybrid role in the truest sense: you'll spend most part of your time solving live, customer-raised production issues — digging into data, tracing API behaviour, and reproducing problems — and part of your time wearing the QA hat, turning what you learn from real customer pain into stronger test coverage and better QA processes. You are the feedback loop between what customers experience and how we prevent it from happening again.
You'll thrive here if you're technically fearless, communicate clearly with customers, learn new products fast, and have an AI-first mentality — reaching for tools like Claude Code and Gemini as a natural part of how you work.
What You'll Do
● Own customer-raised production issues end to end — triage, investigate, reproduce, resolve, and communicate status clearly to customers throughout.
● Investigate at the data and API layer — write complex SQL queries to interrogate production data, and use Postman to test, reproduce, and validate API behaviour.
● Be the bridge between Support and Engineering — translate ambiguous customer issues into precise, reproducible bugs or feature requests with clear repro steps and evidence.
● Wear the QA hat — convert real-world failures into regression tests, and continuously improve QA processes, coverage, and automation with AI first approach so the same issue never recurs.
● Participate in customer calls and help them with issues and live debugging.
● Ramp fast on the product — develop deep working knowledge of the OpenEnvoy platform and the AP/AR workflows our customers depend on.
● Work AI-first — use Claude Code, Gemini, and similar tools to accelerate investigation, drafting, scripting, and documentation; write effective prompts to get high-quality results.
● Communicate with customers directly — set expectations, explain technical issues in plain language, and de-escalate with professionalism.
What You'll Bring (Required)
6+ years of hands-on experience encompassing the areas below:
● Background as an SDET / QA Automation / Test Engineer, or equivalent hands-on quality-engineering experience.
● Strong SQL skills — comfortable writing queries to investigate and validate data independently (must-have).
● Hands-on API testing experience with Postman (must-have).
● Direct customer-facing experience — you've communicated with customers and can do it clearly and calmly under pressure.
● Proven ability to learn a new product quickly and become the go-to expert.
● AI-first mentality — genuine fluency with AI tooling and the ability to draft good prompts; hands-on experience with Claude Code and/or Gemini.
● Methodical, detail-oriented approach to reproducing and documenting issues.
Nice to Have
● Working knowledge of accounts payable (AP) and accounts receivable (AR) processes.
● Experience supporting a B2B SaaS or fintech product.
● Scripting ability (Python or similar) for automating investigation and tests.
● Familiarity with test automation frameworks and CI pipelines.
● Experience with support tooling (e.g., Zendesk, Jira/Linear) and log analysis.
What Success Looks Like
● First 30 days: Ramped on the product and AP/AR workflows; independently resolving common customer issues with SQL and Postman.
● 60 days: Trusted owner of production escalations; turning recurring issues into regression tests.
● 90 days: Measurably improving QA coverage and processes based on real customer signal, and setting the standard for AI-assisted investigation on the team.

Work arrangement
Hybrid