Senior Production Support Engineer in United States at Jobgether
Explore Related Opportunities
Job Description
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.
- 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).
- 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