Production Support Engineer

Job Description

Job Description

Who We Are

PCMI (Policy Claim Management International) is a fast-growing, leading provider of integrated software for Extended Warranty Management and Finance and Insurance (F&I) administration. We are a SaaS company that operates in a fast paced, entrepreneurial environment. Our 3 teams located in the US, Poland, and Thailand work collaboratively around the clock to build our PCRS platform that automates the full administration lifecycle of all extended warranties, F&I products, and service contracts for our customers.

What You’ll Do

The Production Support Engineer will be responsible for maintaining the health and stability of the TruComply platform by monitoring both technical systems and business processes . This role involves deep technical troubleshooting of databases, APIs, and workflows, as well as validating business logic, data accuracy, and compliance-related transaction flows. The engineer will analyze failures, identify anomalies in system or transaction volumes, and work closely with product development to provide feedback for continuous improvement. This position requires someone who can communicate effectively with users, partners, and internal teams, bridging both technical detail and business process impact.

In this role, you will :

• Monitor production systems for application errors, integration failures, and business process anomalies (e.g., missing or delayed cancellation requests, abnormal refund volumes).
• Investigate and resolve technical issues across the database, APIs, integrations, and workflows.
• Execute SQL queries, analyze records, and perform data validation / fixes when necessary.
• Diagnose and troubleshoot issues with REST / SOAP APIs, XML / JSON data, and provider integrations.
• Perform root cause analysis and implement corrective and preventive actions.
• Proactively identify patterns or systemic issues in transaction data and escalate as needed.
• Provide feedback to the product development team based on recurring issues and observed gaps in system or process design.
• Collaborate with providers, partners, and business users to gather context, resolve escalations, and ensure process alignment.
• Manage and track incidents, escalations, and fixes using Azure DevOps.
• Document technical knowledge, troubleshooting runbooks, and business workflow insights for internal teams.
• Support operational readiness during new releases and feature rollouts, including testing and monitoring.
• Act as a subject matter expert on the intersection of technical infrastructure and TruComply business processes.

What You’ll Need to Join Our Team

Experience

Why Work For Us

PCMI can only hire employees in the following states :

Note : It is required for this role to be in the Park Ridge, IL office 2 days per week if candidate is located in the Chicagoland area.