Sr. Production Support Engineer

Job Description This is a remote position. Sr. Production Support Engineer Reporting to Manager, Production Support & Service Reliability, handles incident triage, issue reproduction, environment support, release support, integration failures, defect coordination, and pod escalation support. This role is a key onshore partner to Product and Engineering during live incidents, high-priority releases, and ambiguous production issues. Key Responsibilities Incident Response & Triage · Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems and workflows. · Investigate application, integration, configuration, and environment issues with a focus on restoring service and clarifying root cause. · Support high-priority incidents that require close coordination with engineering, product, or business stakeholders. Pod & Release Support · Act as a close day-to-day support partner to pods during live releases, stabilization periods, and production issue follow-up. · Support release-watch activities and confirm production-readiness checks are executed consistently. · Help identify support risks before they become material incidents. Problem Management · Document incidents clearly, coordinate handoffs to Engineering, and help ensure issues are tracked through resolution. · Improve runbooks, issue patterns, and support evidence to increase repeatability and speed of response. · Partner with QA and Engineering to reduce escaped defects and recurring support pain points. Business-Aware Support · Translate technical issues into clear business impact statements for finance-sensitive workflows. · Help distinguish true defects from data issues, process exceptions, or user enablement gaps. · Escalate material issues quickly and clearly. Requirements Required Qualifications · 5+ years of production support, application support, systems support, or software operations experience. · Experience with modern application environments, APIs, integrations, and workflow-driven platforms. · Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues. · Ability to work closely with engineers, product managers, QA, and business stakeholders. · Comfort handling ambiguous or high-pressure incidents in a disciplined way. · Bachelor's degree preferred. You Are · Methodical, calm, and accountable. · Strong at translating technical findings into business-relevant language. · Comfortable handling ambiguity and escalation-heavy support work. · A dependable partner during live incidents and releases. Benefits Salary plus performance-based bonus. Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, education, certifications, cost of labor, and internal equity.