Production Support Engineer - Remote

Overview

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Production Support Engineer. In this role, you will be instrumental in driving the evolution of customer-facing technical support, ensuring scalable solutions that deliver exceptional service. With a focus on troubleshooting and resolving complex technical issues, you will play a crucial part in maintaining high standards of client satisfaction. Collaborating across various teams, you will contribute to continuous improvement initiatives while also developing comprehensive technical documentation. This is an exciting opportunity for someone looking to make a significant impact in a dynamic, globally distributed environment.

In Short

• Solve Complex L2 Escalations by providing hands-on troubleshooting and resolution for critical technical issues.
• Improve Support Process Efficiency through auditing escalation workflows and implementing improvements.
• Drive Cross-Functional Root Cause Analysis by collaborating with Support, Product, and Engineering teams.
• Develop and Maintain Comprehensive Technical Documentation, including internal knowledge bases and troubleshooting guides.
• Scale Technical Support by implementing strategies to enhance client service delivery.

Requirements

• 7+ years of experience in technical escalation or support engineering.
• Excellent troubleshooting skills for complex distributed systems and APIs.
• Proficiency with SQL, Kubernetes, and GCP.
• Clear communication of technical information and meticulous documentation skills.
• Experience in driving process improvements and SLA performance.
• Understanding of FinTech concepts and API-driven financial platforms.
• Experience with Golang, Kafka, or RabbitMQ is a plus.
• Ability to develop internal support automation tools and contribute to public technical documentation.
• Experience with performance tuning of Postgres databases.

Benefits

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card