Role Objective
A Production Support Engineer will be involved in ensuring the steadiness, availability, and smooth operation of our products and systems that are deployed in client or hosted environments. The role requires a combination of technical skills, problem-solving abilities, and effective communication. The team operates 24/7/365.
Key Requirements
Technical Skills:
- Strong understanding of hosted products in various environments.
- Experience working with products comprising machine learning modules; familiarity with Kafka is an advantage.
- Knowledge of cloud platforms (AWS, Azure, Google Cloud) and supporting SaaS products in production.
- Proficiency in at least one technology (JAVA/.NET/PYTHON).
- Expertise with databases and SQL for querying and analyzing data.
- Understanding of APIs and multi-server architecture.
- Experience with monitoring and alerting tools.
- Basic knowledge of application servers and web services.
- Experience with LLM or Generative AI is a plus.
Problem-Solving Skills:
- Ability to diagnose and troubleshoot complex technical issues.
- Strong analytical skills to identify patterns and root causes of problems.
- Collaborative skills to work with development teams to resolve issues and improve application stability.
Communication Skills:
- Exceptional written and verbal communication to interact with technical and non-technical stakeholders.
- Ability to create and maintain documentation, including troubleshooting guides and incident reports.
Incident Management/Ticketing:
- Experience with Jira and incident management processes.
- ITIL knowledge and certification are preferred.
Customer-Focused Mindset:
- Dedication to providing excellent customer service.
- Willingness to participate in on-call rotations for urgent issues.
Adaptability and Learning:
- Ability to adapt to changing business needs.
- Willingness to quickly learn and understand new technologies.
Team Collaboration:
- Ability to work effectively within a team and share knowledge.
Education and Experience
- Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience).
- Minimum of 2+ years of experience in production/application support.
- Experience working with globally diversified clients.
- Must be available for 24/7 rotational shifts.
