As Production Support Engineer, you will be part of a multi-tiered support team whose primary responsibilities include minimizing downtime and optimizing production uptime. You will be the bridge between code and customer.
What You’ll Do
The Production Support Engineer will
- Act as the primary incident commander for high-severity outages, orchestrating the technical response and maintaining clear lines of communication with stakeholders.
- Lead blameless post-mortem sessions to dissect failures. Be responsible for translating technical items into documented systemic improvements.
- Perform in-depth troubleshooting and analysis to resolve bugs, identify workflow enhancements and other functional errors.
- Own and evolve the observability strategy. Move us from reactive alerts to predictive insights.
- Dive into Ruby code, review GitHub PRs, manage feature flags, and run production jobs to keep things moving.
- Lead problem management. Identify systemic trends and partner with Product teams to prioritize permanent fixes over temporary band-aids.
- Drive continuous improvement by identifying and implementing enhancements to support tools, workflows, and documentation.
- Drive critical escalations in technically challenging situations in collaboration with engineering, product, and other IT teams.
What We Look For
- Familiarity with AWS (ECS, Lambda, CloudWatch) and SQL.
- Hands-on experience with Observability/APM tools.
- Some development exposure. You’re comfortable reading and debugging Ruby or JavaScript and navigating basic GitHub workflows.
- Experience supporting incident response. You can help keep a bridge organized and contribute to driving issues toward resolution.
- Organized and detail-oriented, with a reliable work ethic and a willingness to take initiative.
- Comfortable working through ambiguity, keeping track of your own tasks, and staying level-headed during high-pressure situations.
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Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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