Senior Production Support Engineer

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Requirements:

• Experience with UNIX and Linux systems.
• Proficiency in SQL.
• Basic knowledge of networking and systems.
• Telephony experience is a plus.
• Cloud skills.
• Understanding of APIs and REST clients.
• Familiarity with tools like Postman or curl.
• Ability to use cloud platforms (Google Cloud, Grafana, etc.).
• Understanding of basic computer science principles (Networking, DB, OS, Scripting, etc.).

Responsibilities:

• Serve as the first point of customer support.
• Undertake detailed troubleshooting to identify root causes and fixes for technical issues.
• Take ownership of and resolve product issues while meeting service level agreements.
• Collaborate with the engineering team on deployment practices and product architecture.
• Participate in testing new product releases.
• Manage and track issues to ensure complete resolution and maintain the Incident Tracking Database.
• Contribute to knowledge base articles for customer self-help.
• Maintain customer relationships by addressing questions and concerns professionally.
• Establish priorities and communicate timelines to customers.