Production Support Engineer

Accountabilities: Investigate and troubleshoot escalated production issues by reviewing application logs, traces, session data, and relevant diagnostic information using approved tools and access permissions. Reproduce production bugs and technical issues, particularly those involving voice, audio, browsers, connectivity, and network configurations. Work directly with customers and their IT or security teams when necessary to investigate issues related to their technical environments. Identify whether reported problems are software bugs, configuration issues, feature requests, or user errors, and document findings with clear technical explanations. Implement small, low-risk code fixes using TypeScript or Python, following established code review, testing, and release procedures. Create and maintain clear pull requests linked to the relevant support tickets, ensuring that all changes follow standard development and deployment practices. Direct modifications to production environments are not permitted. Escalate complex issues requiring larger engineering changes to the appropriate Engineering or Product teams, providing root-cause findings, business impact, and recommended solutions. Maintain accurate technical documentation and ticket statuses in Jira to ensure effective coordination with Technical Support and other internal stakeholders. Support incident response activities by gathering evidence, reproducing reported issues, and testing potential fixes under the guidance of the designated on-call engineer. Translate technical root-cause analyses into clear, customer-ready summaries that enable Technical Support teams to communicate effectively with clients. Participate in the established on-call rotation after successfully completing the first 60 days. Build and maintain support tooling and integrations, including ticket-routing workflows between helpdesk platforms such as Gleap and Jira using APIs and webhooks. Improve diagnostic capabilities and internal support tools, including log access, session lookup, administrative tools, and saved queries. Analyze support ticket trends and recurring technical problems to identify opportunities for permanent product improvements. Collaborate with Engineering and Product teams to recommend data-driven solutions that prevent recurring production issues. Create, update, and maintain technical troubleshooting documentation and knowledge base resources. Continuously improve production support workflows, diagnostic processes, and technical documentation as the platform and customer base expand. Requirements: 3–5 years of professional experience in Production Support Engineering, Product Support Engineering, or a similar technical engineering role, with demonstrated hands-on production debugging experience. Strong technical troubleshooting capabilities; this is an engineering-focused position rather than a traditional helpdesk support role. Practical experience reading and analyzing application logs and traces, querying MongoDB and SQL databases, and reproducing technical issues based on customer reports. Ability to write, test, and deploy small, low-risk code fixes using TypeScript or Python. Experience creating clear pull requests and following standard software development practices, including code reviews, testing, and controlled release processes. Good understanding of web and network fundamentals, including browser behavior, permissions, HTTP protocols, authentication, firewalls, and network whitelisting. Experience working with Jira and customer support or helpdesk platforms, including developing integrations through APIs and webhooks. Familiarity with database technologies and querying, particularly MongoDB and SQL-based systems. Strong understanding of data security and responsible data-handling practices, including the use of approved tools, access controls, and authorized environments for client information. Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders and prepare clear client-facing summaries. Ability to collaborate with enterprise customers, including their IT and security teams, when troubleshooting environment-specific issues. Strong analytical thinking, problem-solving abilities, and attention to detail. Ability to work effectively with Technical Support, Engineering, Product, and incident response teams. Willingness to participate in an on-call rotation following the initial 60-day onboarding period. Ability to successfully meet background-check requirements associated with enterprise banking clients. Experience with real-time audio or video technologies, WebRTC, speech-to-text, or text-to-speech systems is a strong advantage. Familiarity with Single Sign-On (SSO), SAML authentication, and LMS or SCORM integrations is desirable. Previous experience supporting enterprise customers in banking, financial services, or insurance is beneficial. Experience supporting AI-powered products or Large Language Models (LLMs) in production environments is an additional advantage. Technical Environment: Programming languages and services: TypeScript, Node.js (Fastify), and Python. Databases and caching: MongoDB, PostgreSQL, and Redis. Cloud infrastructure and deployment: AWS, EKS, ECS, GitHub Actions, and ArgoCD. Voice technologies: LiveKit and third-party speech providers. Identity and authentication: Auth0, SSO, and SAML integrations with enterprise identity providers. Monitoring and diagnostics: Sentry, application logs, and distributed traces. Support and issue tracking: Jira and Gleap. Benefits: Employment type: Full-time opportunity. Work flexibility: Fully remote position, with India among the preferred locations for candidates across the APAC region. Regional collaboration: Work with international engineering and support teams, with at least four hours of overlap with the India team during APAC business hours. Technical development: Gain hands-on experience with modern cloud infrastructure, distributed systems, databases, and software deployment technologies. AI and innovation exposure: Contribute to the development and support of AI-powered enterprise products. Engineering ownership: Take responsibility for investigating production issues and implementing practical technical improvements. Career development: Strengthen expertise in production engineering, incident response, debugging, and software development. Cross-functional collaboration: Work closely with Engineering, Product, Technical Support, and on-call teams. Professional growth: Help establish and improve production support processes as the engineering organization scales. On-call experience: Develop incident management and production reliability skills through participation in the on-call rotation after the first 60 days.