Production Support Engineer

We are seeking a proactive and detail-oriented Production Support Engineer to join our team. This role is critical to ensuring system stability and seamless issue resolution in live production environments. The ideal candidate will be responsible for triaging and resolving incidents within SLA timelines, engaging with cross-functional teams, and maintaining excellent communication with stakeholders across different regions and time zones.

About GoGroup:

GoGroup is an active holding company that focuses on building outstanding digital products independently and in cooperation with partners. Founded in 2019 by serial entrepreneurs in the technology space, the group now operates offices in Berlin, Germany and New Delhi, India, with over 100 employees from over 20 nations.

The GoGroup team is driven by the technological opportunities of the so-called ‘new industry’, in which conventional production processes are increasingly merging with the possibilities of digitalisation. 

In this context, GoGroup is active in three disciplines:  

• Build:

  We incubate our own companies.

• Partner

  : We enable partners to develop and distribute outstanding digital companies and products.

• Invest:

  We invest in existing companies in our areas of specialization. 

In everything GoGroup does in this way, enthusiasm for technology, the pursuit of predictable profitability and a belief in true entrepreneurs with a long-term horizon are at the forefront. 

What you’ll do:

Incident Management:

• Monitor the incident dashboard daily and respond to new tickets promptly.
• Address Priority-2 (P2) incidents with urgency to meet 8-hour SLA commitments.
• Reassess the impact of incidents and downgrade to P3 or P4 if severity is lower.
• Conduct root cause analysis for recurring or deployment-related bugs.

Platform Oversight:

• Review and act on service requests and incidents raised across multiple platforms.
• Coordinate with developers or senior engineers when issues are unclear or complex.

Collaboration & Communication:

• Attend daily stand-ups and support-focused calls, including cross-regional (EMEA) syncs.
• Participate in production debugging sessions with the engineering and support teams.
• Join scrum ceremonies to align with ongoing development cycles.
• Communicate directly with end-users or markets to clarify system behavior and expected outcomes.

Change & Request Handling:

• Manage and implement changes such as bot updates, audio replacements, text or configuration edits.
• Create internal tickets for requested changes and handle resolution end-to-end.

Stakeholder Engagement:

• Collaborate with external systems or partners (e.g., CRM, integration platforms) to resolve dependencies.
• Provide regular updates on ticket progress and maintain proper documentation.

SLA & Quality Assurance:

• Ensure adherence to SLA standards as the core performance metric.
• Track and report incident resolution metrics and follow up for continuous improvements.

You should have:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• 2–4 years of experience in production support, incident response, or IT operations.
• Strong problem-solving skills with the ability to triage and debug under pressure.
• Familiarity with ticketing systems (e.g., JIRA, ServiceNow) and monitoring tools.
• Excellent communication skills and experience working with cross-functional and global teams.
• Understanding of SDLC and deployment processes is a plus.
• Experience in coordinating with external vendors or system integrators.
• Familiarity with automation tools, scripts, or bots to enhance support workflows.
• Exposure to cloud platforms and CI/CD environments.

We offer:

• A modern, international working environment characterized by start-up energy, dynamism and leaps in growth
• A key position to impact the product you build and take it to the next level
• Flexible working conditions with the option to work remotely, combined with a workplace in Noida.