Production Support Engineer

Company: Kensaltensi Powered by Alkimi

Location:Bangalore, Karnataka, India

Employment Type: Full-time

Work Schedule: Rotational Shifts (24x7 Coverage including weekends)

Immediate joiners preferred.

The maximum compensation for this role is 7 LPA.

Please apply only if this aligns with your expectations.

About the Role

We are seeking two experienced Production Support Engineers to join our operations team. These critical positions will be responsible for monitoring and supporting our production infrastructure round the clock, ensuring optimal system performance, availability, and incident resolution. You will work closely with our development teams who build applications using Java, Node.js, and Python backends, along with Node.js frontend applications. The ideal candidates will have strong DevOps backgrounds and the ability to handle production issues independently while collaborating effectively with development teams for root cause analysis and incident resolution.

Key Responsibilities

Production Monitoring & Support

Monitor production systems 24x7 using our observability stack (Prometheus, Grafana, Loki)

Provide first-line support for all production incidents and alerts

Ensure system availability and performance across all production environments

Track and respond to alerts within defined SLAs

Perform health checks and routine maintenance tasks

Incident Management & Resolution

Provide immediate response to production incidents and outages

Collaborate with Java, Node.js, and Python development teams to perform root cause analysis

Debug application-level issues across backend services and frontend applications

Implement workarounds and fixes for production issues

Escalate complex issues to development teams or senior engineers when necessary

Document incident resolutions and update knowledge base Application Support

Support Java, Node.js, and Python applications in production

Analyze application logs and metrics to identify issues

Perform application restarts, deployments, and rollbacks as needed

Monitor batch jobs and scheduled tasks

Assist with production deployments during maintenance windows

Collaboration & Communication

Work closely with Java, Node.js, and Python development teams to identify root causes of issues

Collaborate with backend and frontend teams for end-to-end troubleshooting

Provide clear and timely updates on production issues to stakeholders

Participate in handover meetings during shift changes

Maintain detailed documentation of incidents and resolutions

Bridge the gap between operations and development teams during incident resolution

Required Qualifications - Technical Skills

Experience 3-5 years in Production Support/DevOps/SRE roles

Monitoring Tools: Hands-on experience with Prometheus, Grafana, and log aggregation systems (Loki preferred)

Programming Languages: Working knowledge of Java, Node.js, and Python to effectively troubleshoot backend services

Frontend Technologies: Basic understanding of Node.js frontend applications for end-to-end debugging

Cloud Platforms:Experience with cloud infrastructure (AWS/GCP/Azure)

Container Orchestration:Working knowledge of Kubernetes and Docker for application support

Scripting:Proficiency in Python, Bash, or similar scripting languages for automation

CI/CD: Familiarity with Jenkins, GitHub Actions for deployment support

Databases: Experience with database operations, queries, and basic troubleshooting

Application Servers: Experience with application server management and troubleshooting

Soft Skills

Strong problem-solving abilities with methodical troubleshooting approach

Excellent communication skills for incident reporting and stakeholder updates

Ability to work under pressure during production outages

Customer service mindset with focus on resolution times

Strong documentation skills for knowledge base management

Team player with collaborative mindset

Ability to prioritize multiple incidents based on business impact

Patience and persistence in resolving complex production issues

Preferred Qualifications

Experience in 24x7 production support environments

ITIL certification or knowledge of ITIL processes

Experience debugging Java, Node.js, and Python applications in production

Familiarity with Java application servers and JVM troubleshooting

Experience with Node.js performance monitoring and debugging

Knowledge of message queuing systems (Kafka, RabbitMQ)

Experience with database administration (MySQL, PostgreSQL, ClickHouse)

Experience with ticketing systems (ServiceNow, JIRA)

Understanding of change management and release processes