Senior Production Support Engineer

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Production Support Engineer in United States.

This role is focused on ensuring the stability, reliability, and performance of a cutting-edge platform that helps enterprises detect fraud and secure high-risk digital interactions in real time. You will act as a key technical owner during production incidents, leading resolution efforts for critical system issues while collaborating closely with engineering, product, and customer-facing teams. The environment is fast-paced and highly technical, requiring strong problem-solving skills and calm execution under pressure. You will play a central role in improving system reliability, driving post-incident learnings, and strengthening operational excellence. Beyond incident response, you will contribute to long-term platform resilience through automation, documentation, and process improvements. This is a highly impactful role where your work directly supports mission-critical systems used by major global enterprises.

• Lead resolution of complex production issues, including high-severity (Sev1) incidents, ensuring rapid stabilization and effective communication across stakeholders.
• Collaborate with Engineering, Product, and Customer Success teams to support deployments, troubleshoot issues, and ensure smooth post-release operations.
• Perform deep root cause analysis and implement long-term fixes to improve platform reliability and prevent recurring incidents.
• Act as a subject matter expert on platform components, including APIs, integrations, and customer environments.
• Monitor production systems proactively, analyze incident trends, and recommend automation or preventative improvements.
• Create and maintain technical documentation, runbooks, and post-incident reports to improve operational knowledge and consistency.
• Participate in on-call rotations, providing after-hours support when needed for critical incidents.
• Mentor other support engineers through knowledge sharing, incident guidance, and technical coaching.

Requirements

• 5+ years of experience in production support, technical operations, or a similar engineering-focused support role.
• Strong understanding of RESTful APIs and experience troubleshooting API-based systems.
• Hands-on experience with cloud environments such as AWS, GCP, or similar platforms.
• Familiarity with Linux systems, relational databases, and scripting languages.
• Experience with incident management and cloud-based ticketing systems.
• Proven ability to debug and resolve complex, distributed system issues end-to-end.
• Strong technical communication skills with the ability to engage both technical and non-technical stakeholders.
• Experience creating and maintaining technical documentation and operational runbooks.
• Strong ownership mindset with the ability to lead incidents under pressure.
• Mentoring experience and willingness to support team development.
• Nice to have: familiarity with VoIP technologies and networking concepts (TCP/IP).

Benefits

• Competitive base salary range of $90,000 – $110,000 USD
• Restricted Stock Units (RSUs) for long-term equity participation
• Remote-first work environment with flexibility and autonomy
• Unlimited paid time off (PTO)
• Comprehensive health, dental, and vision insurance plans (including employer-paid options)
• Health Savings Account (HSA) employer contributions
• Paid parental leave for all parents
• Monthly phone and internet allowance
• Annual learning and development stipend
• Enhanced fertility and wellness-related benefits
• Regular team off-sites and in-person collaboration events
• Inclusive and diverse work culture focused on innovation and collaboration