Senior Production Support Engineer

Responsibilities

• Own the resolution of complex production issues and lead incident response for critical (Sev1) events.
• Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high-quality post-launch support.
• Perform root cause analysis, implement long-term fixes, and improve system reliability.
• Act as a subject matter expert for the platform, including APIs, integrations, and customer environments.
• Proactively monitor production health, analyze incident trends, and recommend automation or preventive improvements.
• Create and maintain technical documentation, runbooks, and post-incident reports.
• Participate in on-call rotations, including after-hours support when required; weekend coverage occurs approximately once every 6–8 weeks.

Requirements

• 7+ years of experience in a similar role or strong foundational experience in production support.
• Prior experience in a customer-facing technical role, including direct communication with external customers.
• Strong understanding of RESTful APIs and tools used to interact with them.
• Advanced English, with excellent written and verbal communication skills.
• Experience with cloud platforms such as AWS, GCP, or similar.
• Familiarity with Linux operating systems, relational databases, and scripting.
• Experience using cloud-based ticketing and incident management tools.
• Proven ability to troubleshoot complex issues end-to-end.
• Strong technical curiosity and interest in modern technologies.
• Ability to quickly learn new tools and become a go-to technical resource.
• Experience creating and maintaining high-quality technical documentation.
• Proven mentoring and coaching experience.
• Strong ownership mindset in incident management and customer experience.
• Excellent communication with technical and non-technical stakeholders.
• Understanding of VoIP technologies.
• Familiarity with networking concepts, including TCP/IP.

Compensation and Benefits

• Remote-first work environment.
• Temporary contract through the end of 2026, with possible extension into 2027 depending on business needs.
• Contracted through Alcor BPO.