This is a remote position.
Reporting to Manager, Production Support & Service Reliability, handles incident triage, issue reproduction, environment support, release support, integration failures, defect coordination, and pod escalation support. This role is a key onshore partner to Product and Engineering during live incidents, high-priority releases, and ambiguous production issues.
Key Responsibilities
Incident Response & Triage
- Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems and workflows.
- Investigate application, integration, configuration, and environment issues with a focus on restoring service and clarifying root cause.
- Support high-priority incidents that require close coordination with engineering, product, or business stakeholders.
Pod & Release Support
- Act as a close day-to-day support partner to pods during live releases, stabilization periods, and production issue follow-up.
- Support release-watch activities and confirm production-readiness checks are executed consistently.
- Help identify support risks before they become material incidents.
Problem Management
- Document incidents clearly, coordinate handoffs to Engineering, and help ensure issues are tracked through resolution.
- Improve runbooks, issue patterns, and support evidence to increase repeatability and speed of response.
- Partner with QA and Engineering to reduce escaped defects and recurring support pain points.
Business-Aware Support
- Translate technical issues into clear business impact statements for finance-sensitive workflows.
- Help distinguish true defects from data issues, process exceptions, or user enablement gaps.
- Escalate material issues quickly and clearly.
Requirements
- 5+ years of production support, application support, systems support, or software operations experience.
- Experience with modern application environments, APIs, integrations, and workflow-driven platforms.
- Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues.
- Ability to work closely with engineers, product managers, QA, and business stakeholders.
- Comfort handling ambiguous or high-pressure incidents in a disciplined way.
·Bachelor's degree preferred.
You Are
·Methodical, calm, and accountable.
- Strong at translating technical findings into business-relevant language.
- Comfortable handling ambiguity and escalation-heavy support work.
- A dependable partner during live incidents and releases.
Benefits
Salary plus performanc