Senior Production Support Engineer
New
P
PindropCybersecurity, identity verification
Source API remote eligibility restrictions: Ukraine, 3 PM–12 AM Eastern European Time; weekend coverage once in 6-8 weeksContractSenior
Salary not disclosed
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Job Details
- Languages
- Advanced English is required
- Experience
- 7+ years of experience in a similar role or strong foundational experience in production support
- Required Skills
- AWSGCPRESTful APIsLinuxScripting
Requirements
- Have 7+ years of experience in a similar role or strong foundational experience in production support.
- Bring prior experience in a customer-facing technical role, including direct communication with external customers.
- Understand RESTful APIs and tools used to interact with them.
- Have advanced English and strong written and verbal communication skills.
- Have experience with cloud platforms such as AWS, GCP, or similar.
- Be familiar with Linux operating systems, relational databases, and scripting.
- Have experience using cloud-based ticketing and incident management tools.
- Be able to troubleshoot complex issues end-to-end.
- Understand VoIP technologies and be familiar with networking concepts such as TCP/IP.
- Have experience creating and maintaining technical documentation and mentoring or coaching others.
- Be available for on-call rotations, including after-hours support when required.
Responsibilities
- Own the resolution of complex production issues and lead incident response for critical (Sev1) events.
- Collaborate with Product, Engineering, and Customer Success teams on deployments and post-launch support.
- Perform root cause analysis, implement long-term fixes, and improve system reliability.
- Act as a subject matter expert for the platform, including APIs, integrations, and customer environments.
- Monitor production health, analyze incident trends, and recommend automation or preventive improvements.
- Create and maintain technical documentation, runbooks, and post-incident reports.
- Participate in on-call rotations, including after-hours support and weekend coverage once in 6-8 weeks.
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