Sr. Production Support Engineer
<h3>This is a remote position.</h3><div><b><b>Sr. Production Support Engineer</b></b><p>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.</p><h3><b>Key Responsibilities</b></h3><h3>Incident Response & Triage</h3><ul><li>Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems and workflows.</li> <li>Investigate application, integration, configuration, and environment issues with a focus on restoring service and clarifying root cause.</li> <li>Support high-priority incidents that require close coordination with engineering, product, or business stakeholders.</li> </ul><h3>Pod & Release Support</h3><ul><li>Act as a close day-to-day support partner to pods during live releases, stabilization periods, and production issue follow-up.</li> <li>Support release-watch activities and confirm production-readiness checks are executed consistently.</li> <li>Help identify support risks before they become material incidents.</li> </ul><h3>Problem Management</h3><ul><li>Document incidents clearly, coordinate handoffs to Engineering, and help ensure issues are tracked through resolution.</li> <li>Improve runbooks, issue patterns, and support evidence to increase repeatability and speed of response.</li> <li>Partner with QA and Engineering to reduce escaped defects and recurring support pain points.</li> </ul><h3>Business-Aware Support</h3><ul><li>Translate technical issues into clear business impact statements for finance-sensitive workflows.</li> <li>Help distinguish true defects from data issues, process exceptions, or user enablement gaps.</li> <li>Escalate material issues quickly and clearly.</li> </ul><br><h3>Requirements</h3><h3><b>Required Qualifications</b><ul><li>5+ years of production support, application support, systems support, or software operations experience.</li> <li>Experience with modern application environments, APIs, integrations, and workflow-driven platforms.</li> <li>Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues.</li> <li>Ability to work closely with engineers, product managers, QA, and business stakeholders.</li> <li>Comfort handling ambiguous or high-pressure incidents in a disciplined way.</li> </ul></h3><h3>·Bachelor's degree preferred.</h3><h3>You Are</h3><h3>·Methodical, calm, and accountable.</h3><ul><li>Strong at translating technical findings into business-relevant language.</li> <li>Comfortable handling ambiguity and escalation-heavy support work.</li> <li>A dependable partner during live incidents and releases.</li> </ul><br><h3>Benefits</h3><h3>Salary plus performance-based bonus.</h3><p>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.</p><br></div><p>Originally posted on <a href="https://himalayas.app">Himalayas</a></p>
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