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.
Requirements
Requirements:
-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.
