Production Support Engineer
Core
Own end-to-end incident management for a revenue-critical sales platform, triaging alerts, investigating issues via logs/APIs, and communicating status to stakeholders.
Role type
Production Support Engineer (Incident Management)
Builds
Sales platform reliability and incident response processes
Domain
SaaS / Enterprise Sales Platforms
Deliverable
dashboards & analysis
Required skills
Incident triage, API log analysis, SQL querying, Jira management, Stakeholder communication, On-call rotation management, Postman, Splunk/Datadog/Sumo Logic, HTML/JSON reading
Preferred skills
AWS Cloud Practitioner, Git, Terraform, OpsGenie, AI tooling for troubleshooting, Engineering deployment lifecycle knowledge, High-volume transactional platform experience
Responsibilities
Monitor platform health and triage incoming incidents, Investigate incidents using logging tools and API data, Own incident post-mortems and corrective action follow-up, Notify stakeholders of critical issues and manage expectations, Cross-reference tickets across systems and follow defects to closure, Participate in weekly cross-functional meetings, Join on-call rotations to respond to alerts
Seniority
Mid-level, hands-on IC