Production Support Engineer

Accountabilities:: Lead complex L2 escalations for enterprise customers across the APAC region, providing hands-on investigation, troubleshooting, and resolution of critical technical issues. Serve as a primary technical escalation point for complex production incidents involving distributed systems, APIs, and cloud infrastructure. Conduct root cause analysis of recurring technical problems in collaboration with Support, Product, and Engineering teams. Identify underlying system or process issues and champion appropriate corrective actions through resolution. Audit and improve escalation workflows, support processes, and service-level performance to reduce unnecessary L3 escalations. Develop or improve internal tools, automation, and processes that increase support efficiency, scalability, and consistency. Create and maintain technical documentation, including knowledge-base articles, troubleshooting guides, runbooks, and operational procedures. Contribute to public-facing technical documentation when appropriate. Communicate complex technical findings clearly to both technical and non-technical stakeholders, including enterprise customers. Build strong working relationships with customer technical teams and internal engineering and product stakeholders. Monitor and improve support processes against defined SLAs and operational objectives. Work with cloud-native infrastructure and technologies including Kubernetes, Google Cloud Platform, microservices, PostgreSQL, and messaging systems. Participate in an APAC-aligned shift, starting at approximately 5:00 PM EST . Requirements: 4+ years of experience in technical escalation, production support, support engineering, or a closely related technical role. Strong hands-on troubleshooting experience with complex distributed systems and APIs. Proficiency with SQL, Kubernetes, and Grafana . Experience investigating production issues, performing root cause analysis, and translating technical findings into actionable solutions. Demonstrated ability to improve support processes and contribute to SLA performance. Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly to internal teams and external customers. Strong customer-facing skills and the ability to establish trust and rapport with technical stakeholders at enterprise organisations. Understanding of FinTech concepts, API-driven financial platforms, and ITIL principles. Experience working with cloud-native architectures, microservices, and production infrastructure. Strong analytical and problem-solving skills, with a structured approach to diagnosing complex incidents. Ability to collaborate effectively across Support, Engineering, Product, and other technical teams. Comfortable working independently in a remote, globally distributed environment. Availability to work an APAC-aligned shift beginning at approximately 5:00 PM EST. Eligibility to work without sponsorship for this role. Experience with Google Cloud Platform, Golang, Kafka, RabbitMQ , or similar technologies is an advantage. Experience developing internal support automation tools is desirable. Experience contributing to public technical documentation is a plus. Knowledge of PostgreSQL performance tuning is beneficial. Experience with online securities trading or financial markets technology is desirable. Benefits: Competitive salary. Stock options. Health benefits. One-time USD $500 home-office setup allowance for new hires. USD $150 monthly stipend provided through a Brex Card. Fully remote working environment. Opportunity to work with globally distributed engineering, support, product, and technical teams. Exposure to cloud-native infrastructure, distributed systems, APIs, and financial technology. Opportunity to contribute to technical documentation, automation, tooling, and support-process improvements.