Production Support Engineer
Provides hands-on L2 technical escalation support for enterprise customers in the APAC region, troubleshooting distributed systems and APIs while leading root-cause analysis, support process improvements, and technical documentation. Requires 4+ years of support or escalation engineering experience.
About the job
Responsibilities
- Serve as the primary technical expert for enterprise customers in the APAC region.
- Lead complex L2 escalations, providing hands-on troubleshooting and resolution for critical technical issues.
- Lead root-cause investigations into recurring technical issues with Support, Product, and Engineering teams.
- Audit and improve escalation workflows through code, tooling, and training to minimize L3 escalations.
- Drive process improvements and SLA performance.
- Create and manage internal knowledge bases, runbooks, and troubleshooting guides.
- Contribute to public technical documentation as needed.
- Develop internal support automation tools.
Requirements
- 4+ years of experience in technical escalation or support engineering.
- Experience troubleshooting complex distributed systems and APIs.
- Proficiency with SQL, Kubernetes, and Grafana.
- Strong communication skills for explaining complex technical findings to internal and external audiences.
- Ability to build trusted relationships with technical teams at enterprise partners.
- Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts.
- Availability to work an APAC shift beginning at 5:00 PM EST.
- Eligible to work without sponsorship.
Nice-to-haves
- Experience with Google Cloud Platform, Golang, Kafka, or RabbitMQ.
- Experience contributing to public technical documentation.
- Performance tuning experience with Postgres databases.
- Online securities trading experience.
Compensation and Benefits
- Competitive salary and stock options.
- Health benefits.
- One-time USD $500 home-office setup payment for new hires.
- USD $150 monthly stipend via a Brex Card.
Skills
SQL, Kubernetes, Grafana, GCP, Go, Kafka, RabbitMQ, Postgres, Distributed Systems, APIs, Itil, Microservices
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