Production Support Engineer

The Role

As a Production Support Engineer, you will support, monitor, and maintain the high availability of our platform across all of our markets. You’ll work closely with engineering, CX, product, and program teams globally for production incident response and post-mortem processes. You’ll work closely with the CX and Collections teams to discover areas of improvement for our product based on their feedback and customer communication. You’ll continuously review and improve our existing monitoring and alerting systems.

What You'll Do

• Ownership of escalations from the in-country CXCL guild: debugging and identifying problems, resolving when possible, and escalating to appropriate teams when necessary. Tracking and reporting on pending issues, and regular updates on open items
• Continuous improvement of our monitoring dashboards and alerts
• In collaboration with the CX team, identify patterns in customer and product issues and propose improvements
• In collaboration with the Production Support Engineers globally, share product learning, and knowledge, and exchange ideas
• Continuous improvements of our documentation library to allow faster onboarding of new team members and more efficient response times

What You'll Need

• 3+ years of experience working in a technology environment with experience in a microservices architecture
• 3+ years of experience in incident response or a similar role
• Knowledge of various monitoring platforms such as AWS CloudWatch, SumoLogic, APM monitoring (NewRelic, Instana), mobile (Crashlytics data), BI (Looker, Snowflake)
• Sufficient knowledge of relational databases to be able to construct basic queries
• Excellent debugging and documentation skills
• Candidates with SRE background welcome