Production Support Engineer

Based in India, APAC-aligned shift, starting at approximately 5:00 PM ESTFull-TimeMiddle

SalaryOne-time USD $500 home-office setup allowance for new hires; USD $150 monthly stipend provided through a Brex Card.

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Job Details

Experience: 4+ years of experience in technical escalation, production support, support engineering, or a closely related technical role.
Required Skills: SQLKubernetesGrafanaRESTful APIsDistributed Systems

Have 4+ years of experience in technical escalation, production support, support engineering, or a closely related technical role.
Bring strong hands-on troubleshooting experience with complex distributed systems and APIs.
Be proficient with SQL, Kubernetes, and Grafana.
Have experience investigating production issues, performing root cause analysis, and translating findings into actionable solutions.
Demonstrate ability to improve support processes and contribute to SLA performance.
Understand FinTech concepts, API-driven financial platforms, and ITIL principles.
Have experience with cloud-native architectures, microservices, and production infrastructure.
Bring strong analytical and problem-solving skills and a structured approach to diagnosing incidents.
Work effectively with Support, Engineering, Product, and other technical teams, independently in a remote environment.
Be available for an APAC-aligned shift beginning at approximately 5:00 PM EST.
Experience with Google Cloud Platform, Golang, Kafka, RabbitMQ, or similar technologies is an advantage.
Experience developing internal support automation tools or contributing to public technical documentation is desirable; PostgreSQL performance tuning and online securities trading or financial markets technology experience are beneficial.

Lead complex L2 escalations for enterprise customers across the APAC region.
Investigate, troubleshoot, and resolve critical production incidents involving distributed systems, APIs, and cloud infrastructure.
Conduct root cause analysis of recurring technical problems with Support, Product, and Engineering teams.
Identify underlying system or process issues and drive corrective actions through resolution.
Audit and improve escalation workflows, support processes, and service-level performance.
Develop or improve internal tools, automation, and processes to increase support efficiency and scalability.
Create and maintain knowledge-base articles, troubleshooting guides, runbooks, operational procedures, and public-facing technical documentation when appropriate.
Communicate technical findings to enterprise customers and internal technical and non-technical stakeholders.
Monitor support processes against defined SLAs and operational objectives.
Work with cloud-native technologies including Kubernetes, Google Cloud Platform, microservices, PostgreSQL, and messaging systems.

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