Senior Production Support Engineer

Accountabilities: You will take a leading role in resolving complex technical challenges, maintaining platform reliability, and improving production support practices. Your responsibilities will include: Serve as a subject matter expert on the platform, APIs, integrations, and customer environments. Troubleshoot complex production issues and API integration challenges involving authentication, connectivity, and configuration. Own critical technical escalations and lead investigations into Severity 1 (Sev1) incidents. Collaborate with Engineering, Product, and Customer Success teams to resolve issues and support successful deployments. Conduct root cause analyses, identify recurring problems, and recommend long-term corrective actions. Monitor production health and identify opportunities to improve tooling, automation, and support processes. Mentor other engineers and maintain technical documentation, runbooks, and troubleshooting guides. Participate in on-call rotations and provide after-hours support when required. Requirements : The ideal candidate combines extensive production support experience with strong technical troubleshooting capabilities and a customer-focused approach. You should bring: At least 7 years of experience in Production Support, Application Support, Technical Support Engineering, or a related field. Strong knowledge of RESTful APIs, API integrations, HTTP/HTTPS, authentication, and troubleshooting tools such as Postman or cURL. Experience working with cloud platforms such as AWS or GCP. Working knowledge of Linux, SQL, relational databases, and scripting. Experience investigating application logs, production incidents, and complex system behavior. Familiarity with monitoring, ticketing, and incident management tools. Demonstrated ability to independently troubleshoot complex technical issues and manage escalations. Strong analytical, problem-solving, communication, and documentation skills. A collaborative and customer-oriented mindset, with the ability to communicate effectively with both technical and non-technical stakeholders. Confidence handling high-pressure situations, alongside a proactive approach to accountability and continuous improvement. An interest in mentoring colleagues, sharing knowledge, and learning new technologies. Additional experience that would be advantageous includes: Understanding of VoIP technologies and SIP. Knowledge of networking fundamentals, including TCP/IP, DNS, and TLS/SSL. Experience with monitoring, observability, or automation tools. Benefits : Annual base salary ranging from $90,000 to $110,000 USD, depending on experience, skills, responsibilities, and business considerations. Equity opportunities available to all employees. Unlimited paid time off (PTO). Company-wide rest days and paid holidays. Comprehensive health and welfare plans, including an employer-paid employee-only coverage option. Employer contributions to a Health Savings Account (HSA). Vision and dental coverage for employees and their families. Employer-provided life and disability insurance. Paid parental leave with equal benefits for all parents. One year of diaper delivery for new parents. Identity protection through Norton LifeLock. Monthly phone and internet allowance. One-time home office allowance. Remote-first work environment. Annual professional development and learning stipend. Choice of Apple MacBook Pro. 401(k) retirement plan with a competitive company match. Wellness program, including an Employee Assistance Program (EAP) and 24/7 telemedicine access.