Production Support Engineer

Role Overview

We are seeking a Production Support Engineer with 2-4 years of relevant experience.

This role involves providing end-to-end product support.

Key Responsibilities

• Stay updated on product developments, known issues, user feedback, Facctum Products and Supported integration.
• Proactively identify and address outages or critical issues, Ensuring timely communication with engineers and managers.
• Debugging and Troubleshooting: Analyze, debug, and resolve production issues by investigating application logs, API interactions, and system performance metrics.
• Work in a rotating 24/7 shift schedule, including weekends and holidays, to ensure seamless production operations. Provide on-call support as needed to address critical issues.
• Test and validate APIs using tools like Postman or Swagger, ensuring endpoints are functioning as expected.
• Working closely with product development, engineering, and other cross-functional teams to resolve issues.
• Support root cause analysis and implement preventive measures.
• Handle support requests using ticketing tools like Zendesk, ensuring timely resolution within agreed SLAs and accurate documentation of issues.
• Manage support queues daily to meet SLAs and maintain high customer satisfaction
• Draft professional emails and effectively communicate with customers and internal teams to provide updates, resolutions, and insights.
• Maintain documentation for tasks, known issues, and team activities.
• Develop your technical skills through hands-on experience with our tools and contribute to our internal knowledge base.
  
  

• Proven experience in production support roles.
• Experience in shell scripting, Unix/Linux commands.
• Understanding of AWS Cloud and Its services like, Cloud Watch, EC2, S3, EKS, VPC (Good to have AWS certification).
• Must have working knowledge of Kubernetes.
• Solid understanding of Jenkins, GIT & CICD process.
• ETL & Database knowledge (Postgres / MongoDB / Abintio).
• ITIL Process, Incident, Problem Management.
• Hands-on experience on production deployments and product releases.
• Must agree to 24/7 rotational shifts, including weekends.
• Excellent written and verbal communication skills.