Senior Production Support Engineer
New
United StatesFull-TimeSenior
Salary90,000 - 110,000 USD per year
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Job Details
- Experience
- 5+ years
- Required Skills
- AWSGCPRESTful APIsLinux
Requirements
- 5+ years of experience in production support, technical operations, or a similar engineering-focused support role.
- Strong understanding of RESTful APIs and experience troubleshooting API-based systems.
- Hands-on experience with cloud environments such as AWS, GCP, or similar platforms.
- Familiarity with Linux systems, relational databases, and scripting languages.
- Experience with incident management and cloud-based ticketing systems.
- Proven ability to debug and resolve complex, distributed system issues end-to-end.
- Strong technical communication skills with the ability to engage both technical and non-technical stakeholders.
- Experience creating and maintaining technical documentation and operational runbooks.
- Strong ownership mindset with the ability to lead incidents under pressure.
- Mentoring experience and willingness to support team development.
- Familiarity with VoIP technologies and networking concepts (TCP/IP) (nice to have).
Responsibilities
- Lead resolution of complex production issues, including high-severity (Sev1) incidents, ensuring rapid stabilization and effective communication across stakeholders.
- Collaborate with Engineering, Product, and Customer Success teams to support deployments, troubleshoot issues, and ensure smooth post-release operations.
- Perform deep root cause analysis and implement long-term fixes to improve platform reliability and prevent recurring incidents.
- Act as a subject matter expert on platform components, including APIs, integrations, and customer environments.
- Monitor production systems proactively, analyze incident trends, and recommend automation or preventative improvements.
- Create and maintain technical documentation, runbooks, and post-incident reports to improve operational knowledge and consistency.
- Participate in on-call rotations, providing after-hours support when needed for critical incidents.
- Mentor other support engineers through knowledge sharing, incident guidance, and technical coaching.
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