Production Support Analyst

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Requirements:

• 2+ years of experience in technical support, production support, or application support.
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking.
• Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code.
• Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch.
• Strong understanding of logging systems and log analysis.
• Experience with alert management and incident response, including tools like PagerDuty or Opsgenie.
• Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills.
• Ability to work independently and collaborate with international teams.

Responsibilities:

• Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support).
• Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts.
• Interface directly with customers to resolve sophisticated technical challenges.
• Develop and maintain automation scripts to streamline operations and support processes.
• Analyze system performance metrics and recommend improvements.
• Collaborate with the R&D team to troubleshoot complex technical issues.
• Create and maintain technical documentation for internal and customer use.
• Participate in on-call rotation to ensure 24/7 system reliability.