Senior Production Support Engineer - Canada

About the role As a small, agile company, we thrive on collaboration, innovation, and accountability. As a Senior Sustaining Engineer on our Production Support team, you’ll be an essential part of maintaining the stability and reliability of our fintech platform's B2B, B2C, and SaaS production environments. You’ll lead the technical response to complex incidents, work closely with cross-functional and global teams to resolve recurring issues, and contribute to the development of customer-requested features. With a focus on improving software maintainability, system resilience, and meeting contractual SLAs, you’ll mentor engineers across the team and drive continuous improvement in our ITILv4-aligned processes and codebase. This role supports our follow-the-sun 24x7 model, with on-call rotations across UK, US/Canada, and NZ/India teams. This position operates during standard business hours (Monday–Friday). The role also includes participation in an out‑of‑hours on‑call rotation, with additional compensation provided in accordance with company policy. While we collaborate closely with global teams (UK, US/Canada, NZ/India) in a follow‑the‑sun model, primary work hours remain aligned to the weekday schedule. What you'll do Act as a primary responder in a 24x7 on-call rotation for high-priority incidents, ensuring fast acknowledgment (MTTA targets) and resolution to minimize customer impact in our event-driven fintech platform Conduct root-cause analysis (RCA) for complex issues, collaborating closely with development teams to implement robust solutions and deliver RCAs within 5 business days for Sev1/Sev2 incidents. Lead the development and deployment of small, customer-facing features and improvements, ensuring alignment with business needs and system requirements while adhering to change success rates ≥99%. Work with mid- and junior-level engineers, providing guidance in incident response, troubleshooting best practices, and coding standards within a global rota, including handovers and knowledge sharing via tools like Rootly. Take ownership of software maintainability initiatives, identifying and implementing optimizations, and enhancing system performance to achieve availability ≥99.99% (four nines). Participate in regular post-incident reviews (blameless retros), documenting lessons learned and suggesting improvements to incident response processes and runbooks for our technology stack. Collaborate with the infrastructure team to monitor system health and proactively identify areas for improvement in stability and efficiency using tools like Datadog, Rootly, and CloudWatch/AppDynamics. Qualifications Bachelor's degree in computer science, Engineering, or a related field. Minimum of 5+ years of experience in sustaining engineering, DevOps, or software engineering with a focus on incident response and system reliability in fintech or regulated environments. Advanced troubleshooting skills and experience with Golang (preferred), Java, or similar languages, plus familiarity with event-driven architectures (e.g., NATS/JetStream, Redis clustering). Strong familiarity with monitoring and incident response tools (e.g., Datadog, Rootly) and experience implementing improvements in similar systems to meet SLAs like MTTA/MTTR. Proven ability to conduct in-depth root-cause analysis and implement long-term fixes in compliance-aware settings (e.g., GDPR/FCA-aligned). Experience mentoring or guiding mid-level engineers, with a focus on knowledge sharing and process improvements in geo-distributed teams. Awareness of ITILv4 principles (e.g., incident/change management) and tools like Rootly for unified workflows. Strong communication skills and the ability to work collaboratively with both technical and non-technical teams across time zones. How to apply Please click on the ‘Apply’ button, you will be asked to provide an updated CV and answer some questions. For further information about this vacancy, you can contact us at people@hyperlayer.com. Equity, diversity, and inclusion Hyperlayer’s mission is to make a positive impact on people’s lives, making it easier for everyone to manage their money. Hyperlayer’s commitment to equity, diversity, and inclusion is a key part of this; it helps us better serve our customers, employees, and business partners from every background. We are constantly learning and striving to do better, and we expect all staff to actively take part in this process. Data Privacy As part of our recruitment process, Hyperlayer Limited collects and processes personal data relating to job applicants. We are committed to being transparent about how we collect and use this data and to meeting our data protection obligations. To read more click here.