Sr. Production Support Engineer

Reporting to Manager, Production Support & Service Reliability, handles incident triage, issue reproduction, environment support, release support, integration failures, defect coordination, and pod escalation support. This role is a key onshore partner to Product and Engineering during live incidents, high-priority releases, and ambiguous production issues.

Key Responsibilities

Incident Response & Triage

• Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems and workflows.
• Investigate application, integration, configuration, and environment issues with a focus on restoring service and clarifying root cause.
• Support high-priority incidents that require close coordination with engineering, product, or business stakeholders.

Pod & Release Support

• Act as a close day-to-day support partner to pods during live releases, stabilization periods, and production issue follow-up.
• Support release-watch activities and confirm production-readiness checks are executed consistently.
• Help identify support risks before they become material incidents.

Problem Management

• Document incidents clearly, coordinate handoffs to Engineering, and help ensure issues are tracked through resolution.
• Improve runbooks, issue patterns, and support evidence to increase repeatability and speed of response.
• Partner with QA and Engineering to reduce escaped defects and recurring support pain points.

Business-Aware Support

• Translate technical issues into clear business impact statements for finance-sensitive workflows.
• Help distinguish true defects from data issues, process exceptions, or user enablement gaps.
• Escalate material issues quickly and clearly.

Requirements

Required Qualifications

• 5+ years of production support, application support, systems support, or software operations experience.
• Experience with modern application environments, APIs, integrations, and workflow-driven platforms.
• Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues.
• Ability to work closely with engineers, product managers, QA, and business stakeholders.
• Comfort handling ambiguous or high-pressure incidents in a disciplined way.

·Bachelor's degree preferred.

You Are

·Methodical, calm, and accountable.

• Strong at translating technical findings into business-relevant language.
• Comfortable handling ambiguity and escalation-heavy support work.
• A dependable partner during live incidents and releases.

Benefits

Salary plus performance-based bonus.

Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, education, certifications, cost of labor, and internal equity.