Senior Production Support Engineer

Posted about 2 months agoViewed

💎 Seniority level: Senior, 3+ years

🔍 Industry: Fintech

🗣️ Languages: English

⏳ Experience: 3+ years

Requirements:

3+ years of experience working in technology environment with experience in microservices architecture

3+ years of experience in incident response or similar role

Experience working with a remote team in a global environment

Knowledge of various monitoring platforms such as AWS CloudWatch, SumoLogic, APM monitoring (NewRelic, Instana), mobile (Crashlytics data), BI (Looker, Snowflake)

Knowledge of relational databases, BI querying languages to be able to construct queries during investigations

Experience working with tools like Postman, or scripting API queries

Excellent debugging and documentation skills

Ability to coordinate incident response and communicate effectively with stakeholders from variety of teams across different timezones

Ability to remain calm under pressure during a production incident resolution

Responsibilities:

Ownership of risk event process for the PH & East Asia timezone: you’ll help coordinate teams responding to an incident, communicate effectively, oversee post-mortem and monitor that the follow-up action items are completed

Ownership of escalations from the in-country CXCL guild: debugging and identifying problems, resolving when possible and escalating to appropriate teams when necessary.

Tracking and reporting on pending issues, and regular updates on open items

Continuous improvement of our monitoring dashboards and alerts

In collaboration with the CX team, identify patterns in customer and product issues and propose improvements

In collaboration with the Production Support Engineers globally, share product learning, knowledge and exchange ideas

Identify and communicate repeating themes around risk events and propose improvements to prevent recurrence of the same issues

Keep track of metrics related to production performance and identify areas of improvement

Continuous improvements of our documentation library to allow faster onboarding of new team members and more efficient response times

Apply

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