Software Developer - Technical Support

About Perseus Payments Inc.

Perseus Payments Inc. (PPI) develops PerseusPay, a payment processing platform tailored for marine, outdoor power equipment (OPE), and RV dealerships across the US and Canada. The platform enables both in-person and online card payments, integrates with dealership management systems (DMS), and offers settlement, analytics, and reporting services across numerous dealer locations.

Role Overview

This role combines software development expertise with technical support responsibilities. You will be the first responder to production issues, collaborating with dealer clients and internal teams to quickly triage, diagnose, and resolve problems while having read access to production environments. Key activities include analyzing logs, executing database queries, and partnering with engineering to address and escalate defects for long-term solutions.

Key Responsibilities

• Monitor payment processing, settlement, and integration functionalities during core business hours and respond to critical incidents outside of regular hours as needed.
• Assess incoming support requests to determine severity, reproduce issues, identify root causes, and provide clear status updates including estimated resolution times.
• Use diagnostic tools such as Datadog, Azure Application Insights, and SQL query analysis to investigate data, configuration, integration, or code-related issues.
• Act as the primary technical liaison for dealers experiencing payment, terminal, or settlement difficulties, maintaining clear written and verbal communication.
• Execute SQL queries to validate data integrity, trace transaction flows end-to-end, and detect anomalies in payments, refunds, and settlements.
• Collaborate with payment processor support teams to troubleshoot and resolve gateway-related problems.
• Document fixes, workarounds, and root causes in the internal knowledge base to facilitate efficient future troubleshooting.
• Identify and escalate recurring and systemic bugs to engineering with detailed reproduction steps and impact analysis.
• Contribute to post-incident reviews and enhance runbooks and response playbooks.
• Implement minor code or configuration fixes independently, including testing and deploying changes to production where appropriate.

Required Qualifications

• A minimum of 3 years in technical support or software development with direct involvement in production system troubleshooting.
• Proficient in C# and .NET, capable of navigating production .NET codebases to understand logic, diagnose defects, and implement minor corrections.
• Strong SQL skills, adept at crafting diagnostic queries on complex schemas (SQL Server/Azure SQL) to trace transaction data for anomalies.
• Hands-on experience with Azure services including Azure SQL, Azure Service Bus, Azure App Services, Azure Functions, and Azure Application Insights.
• Proven ability to triage incidents efficiently, isolate root causes under pressure, and resolve issues promptly.
• Excellent communication skills tailored to both technical peers and non-technical clients, with the ability to adjust tone appropriately.
• Comfortable analyzing structured logs to identify event patterns and trace request flows across multiple services.

Preferred Skills

• Experience using Datadog for dashboards, log search, monitoring, and Application Performance Monitoring (APM) tracing.
• Familiarity with payment processing concepts such as authorization, capture, settlement, chargebacks, and PCI DSS compliance.
• Experience with Azure DevOps tools including work items, pipelines, and pull request reviews.
• Ability to write lightweight automation scripts using PowerShell or Bash.
• Skilled in REST API debugging utilizing tools like Postman or curl for integration troubleshooting.
• Experience with IT service management and ticketing systems such as Jira, Freshdesk, or Zendesk.
• Proficiency in technical documentation, including writing runbooks, knowledge-base articles, and post-incident reports.

Additional Information

The position may require up to 20% travel across North America. Salary indicated (range CAD$60,000 - CAD$85,000 annually) applies to Ontario and British Columbia locations and may vary based on candidate experience, expertise, and work location. The company promotes a diverse and inclusive workplace and provides accommodations for applicants with disabilities during the hiring process. AI tools may be used to assist recruitment but hiring decisions are made by people.