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Rapyd is a global fintech platform unifying payments, payouts, and financial services across 150+ countries. The company operates offices in Tel Aviv, Amsterdam, Singapore, Iceland, London, Dubai, Hong Kong, and the US, serving enterprise clients and partners worldwide.
As an Escalation Engineer, you will serve as a technical authority and knowledge hub across the organization. You'll be the go-to resource for the Customer Success department, internal teams, and clients, maintaining and expanding the knowledge base with new technical articles and documentation.
Key responsibilities include managing major and critical production outages end-to-end: taking ownership of incidents, troubleshooting and diagnosing root causes, resolving technical issues, and preparing comprehensive internal and external root cause analyses (RCAs). You'll work closely with business and engineering teams to identify optimal solutions, minimize escalations, and ensure efficient issue resolution.
You'll analyze production traffic patterns and transaction processing to identify design gaps—what's missing and what needs to be built. This includes deep-dive analysis of client transaction flows with partners and evaluation of top-tier client approval ratios to inform product improvements.
You'll participate throughout the feature development lifecycle, from design phase through implementation strategy and handover to relevant teams. You'll also maintain production quality by coordinating with the engineering team on production maintenance, providing risk analysis, and continuously enhancing system reliability and performance.
This role requires strong technical troubleshooting skills, production systems knowledge, excellent communication across technical and non-technical stakeholders, and a proactive mindset toward preventing future incidents.
