Production Support Engineer

About the Role: 

As a Production Support Engineer, you will be pivotal in ensuring the stability and reliability of our production environments. This role involves direct responsibility for troubleshooting, resolving issues, and participating in capacity planning to support our engineering organization's needs. You will collaborate with the Production Support Manager and other Engineering Managers to enhance our support strategies across various modules.

Responsibilities

• Incident Response and Resolution: Monitor systems for any anomalies, respond to incidents promptly, perform root cause analysis, and implement lasting solutions to prevent future occurrences.
• Proactive Engagement in Capacity Planning: Participate in capacity planning to ensure our systems can handle expected loads and perform optimally under peak demands.
• Collaborative Process Improvement: Work alongside the Production Support Manager to refine support processes and improve operational efficiency.
• Technical Troubleshooting and System Maintenance: Utilize advanced troubleshooting techniques and tools to diagnose and resolve complex technical issues. Maintain system health through regular updates and patches.
• Documentation and Reporting: Keep detailed records of incidents, troubleshooting processes, and resolutions to aid in future handling and to provide insights for system improvements.
• Resource Allocation and Management: Assist in managing resources to ensure efficient operation, including participating in on call rotations to address after-hours issues as part of our on call policy.
• Continuous Improvement: Utilize feedback and incident data to drive improvements in system stability and enhance support services.

• Educational Background: Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent technical training and experience.
• Experience: At least 3 years in technical support, systems operations, or a similar role.
• Technical Proficiency: Strong command of operating systems, databases, networking, and particularly cloud services (AWS preferred).
• Tools and Technologies: Experienced with monitoring tools, incident management software, and modern troubleshooting technologies.
• Analytical and Problem-Solving Skills: Capable of quickly identifying and resolving technical problems under pressure.
• Communication Skills: Excellent verbal and written communication abilities to effectively document and share information.
• Teamwork and Collaboration: Proven ability to work effectively in a team, contributing to a collaborative environment.
• On call Commitment: Willingness to participate in on call rotations, providing critical support outside of normal business hours as needed.