Production Software Support Engineer

Position Summary The Production Support Engineer plays a key role in bridging customer support and software development by diagnosing and resolving complex technical issues in real-time production environments. Specializing in IoT systems and cloud infrastructure, this role is critical for ensuring seamless product operation and customer satisfaction. The ideal candidate has strong troubleshooting skills, database and programming knowledge, and experience working in fast-paced, multi-tiered environments. Key Responsibilities Deliver advanced troubleshooting and technical resolution for software, infrastructure, and application-level issues impacting production systems. Investigate and resolve complex problems, particularly those affecting customer onboarding and live operations. Develop and maintain database scripts, application code (primarily in Java), and other utilities to address urgent customer needs. Diagnose and troubleshoot SQL-based database issues, including performance tuning, configuration, and data integrity. Perform root cause analysis for high-priority escalations, collaborating with engineering teams to develop and implement permanent solutions. Support integration partners by resolving communication or protocol issues across platforms (e.g., RESTful APIs, JSON, HTTP). Assist in onboarding processes, ensuring integration partners are correctly configured and operational. Analyze and assist in the resolution of hardware-related issues escalated from Tier 2 support. Maintain clear documentation of issues, resolutions, and system behaviors to improve team knowledge and response times. Participate in cross-functional collaboration and continuous improvement efforts across support and development teams. Perform other duties as assigned. Required Qualifications 2+ years of experience in a Tier 3 support or advanced technical support engineering role. Proficient in at least one programming language such as Java, PHP, Python, C++, or C#. Experience with SQL-based databases (e.g., MySQL, PostgreSQL, SQL Server), including performance analysis and troubleshooting. Strong familiarity with web technologies (HTTP, JSON, RESTful APIs). Proven ability to debug and resolve application and infrastructure-level issues in a cloud-based, multi-tiered environment. Strong root cause analysis and problem-solving skills with an eye for long-term solutions. Excellent communication and cross-team collaboration skills. Bachelor’s degree in Computer Science or related technical discipline, or equivalent practical experience. Preferred Qualifications Experience supporting IoT systems, embedded technologies, or real-time connected devices. Exposure to AWS, Azure, or similar cloud platforms. Familiarity with CI/CD practices and tools. Physical Requirements Regularly required to sit, stand, and walk throughout the workday. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Show more Show less