Production Engineer - Remote

Overview

As a Production Engineer, you’ll be part of our newly formed global Production Engineering (Prod Eng) team — the bridge between Technical Support and Engineering. Your mission is to accelerate the resolution of complex, customer-impacting issues, reduce escalation times, and contribute to the reliability and resilience of our products.

In Short

• Own Tier 3 technical escalations from Technical Support and ensure rapid resolution.
• Investigate, triage, and mitigate incidents, ensuring accountability and timely communication.
• Conduct trend and root-cause analysis to identify recurring issues, bug patterns, and product gaps.
• Read and interpret application code to isolate, reproduce, and diagnose complex technical problems.
• Collaborate with Support and Product Engineering to drive systemic improvements and long-term fixes.
• Contribute to the creation and maintenance of runbooks, escalation workflows, and troubleshooting guides.
• Partner with cross-functional teams to improve monitoring, logging, and alerting for production systems.
• Automate repetitive tasks and build tools to improve team efficiency.
• Participate in on-call rotations as part of a 24×7 follow-the-sun model.

Requirements

• 3–5 years of experience in Production Engineering, Technical Support (Tier 3), SRE, or similar roles in a SaaS or enterprise software environment.
• Strong understanding of incident management, troubleshooting, and root cause analysis.
• Ability to read and understand code (golang preferred) to debug issues, analyze stack traces, and collaborate effectively with developers.
• Proficiency with ServiceNow, Jira, Azure DevOps, or equivalent tools.
• Familiarity with monitoring and observability platforms (Grafana, Prometheus, Splunk, etc.).
• Hands-on experience with cloud platforms such as Azure, AWS, or GCP.
• Basic scripting or automation skills (e.g., Python, PowerShell, or Bash).
• Strong communication and cross-functional collaboration skills.
• Data-driven mindset with a focus on efficiency, metrics, and continuous improvement.

Benefits

• Experience working in globally distributed, follow-the-sun teams.
• Exposure to AI or automation for incident triage or resolution.
• Experience contributing to DevOps or SRE practices.
• Prior experience in backup, recovery, or data management products.