Production Support Engineer

Role Overview

Production Support Engineer

Key Responsibilities

· Stay updated on product developments, known issues, user feedback, Facctum Products and Supported integration.

· Proactively identify and address outages or critical issues, Ensuring timely communication with engineers and managers.

· Debugging and Troubleshooting: Analyze, debug, and resolve production issues by investigating application logs, API interactions, and system performance metrics.

· Work in a rotating 24/7 shift schedule, including weekends and holidays, to ensure seamless production operations. Provide on-call support as needed to address critical issues.

· Test and validate APIs using tools like Postman or Swagger, ensuring endpoints are functioning as expected.

· Working closely with product development, engineering, and other cross functional teams to resolve issues.

· Support root cause analysis and implementing preventive measures.

· Handle support requests using ticketing tools like Zendesk, ensuring timely resolution within agreed SLAs and accurate documentation of issues.

· Manage support queues daily to meet SLAs and maintain high customer satisfaction

· Draft professional emails and effectively communicate with customers and internal teams to provide updates, resolutions, and insights.

· Maintain documentation for tasks, known issues, and team activities.

· Develop your technical skills through hands-on experience with our tools and contribute to our internal knowledge base.

- Proven experience in production support roles.

Unix/Linux

, Cloud Watch, EC2, S3, EKS, VPC

Kubernetes

of Jenkins, GIT & CICD process

Postgres / MongoDB

- ITIL Process, Incident, Problem Management.

- Hands on experienced on production deployments and product releases.

- Must agree for 247 rotational shifts, including weekends.

- Excellent written and verbal communication skills.