Who are we
dtcpay is a MAS licensed payment service provider that bridges traditional finance and digital assets. We enable businesses to accept and make payments in both fiat and digital currencies, delivering secure, efficient, and seamless payment experiences across borders. As we expand globally, we are shaping the future of digital payments. We are also recognised as one of Singapore's Top 10 Startups in the LinkedIn Top Startups 2025 list, a reflection of our momentum and the exciting journey ahead for our team.
We are looking for a proactive and detail-oriented Production Support Engineer to ensure the stability and reliability of our production systems. You will be the first point of contact for production incidents, working closely with engineering teams to investigate issues, coordinate resolutions, and minimize service disruption. This role focuses on production operations and technical support rather than feature development, making it ideal for engineers who enjoy troubleshooting, system analysis, and working in a fast-paced environment.
What You'll Do:
- Serve as the first point of contact for production incidents, system alerts, and technical support requests.
- Perform initial issue triage by analyzing application logs, API requests, database records, and other available technical information.
- Gather relevant information, identify the appropriate engineering team, and coordinate issue resolution until closure.
- Monitor third-party service status, maintenance schedules, and incident notifications, assessing potential business impact and communicating updates to internal stakeholders.
- Retrieve, validate, and analyze production data to support operational requests and incident investigations.
- Maintain accurate incident records, support documentation, operational procedures, and ownership information.
- Collaborate with cross-functional teams to improve production support processes and operational efficiency.
- This role focuses on production support and operational excellence and does not involve routine product feature development.
What We're Looking For:
- Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field.
- At least 3 years of experience in Software Development, Application Support, Production Support, or a similar technical role.
- Good understanding of application architecture, project structure, and basic programming concepts to support issue investigation.
- Hands-on experience working with relational databases and SQL, with the ability to analyze and validate production data.
- Familiarity with REST APIs, webhooks, authentication mechanisms, and common application integration scenarios.
- Experience using application logs, API records, and database queries to perform initial production issue triage.
- Strong analytical and problem-solving skills with the ability to prioritize and manage multiple production issues effectively.
- Strong ownership mindset with excellent communication skills and the ability to coordinate across technical teams until issues are fully resolved.
- Able to remain calm and organized while working under pressure during live production incidents.
- Experience with Linux environments, monitoring tools, logging platforms, alerting systems, or ticketing systems (e.g., Grafana, ELK, CloudWatch, Prometheus, Jira, ServiceNow) is an advantage.
- Participate in a rotating shift or on-call schedule when required to support production operations.
- Proficiency in both English and Mandarin as you will need to work closely with Chinese vendors.
- The role is based fully onsite, requiring your presence in the office.
