Job Description

Introduction

In this role you would be responsible for day to day maintenance of engineering systems. You would also often act as first line of support for internal applications while fixing bugs, developing and deploying small components of code.

The role of the Production Support Engineer is a technical role  efficient operation of the platform / system and services.

Responsibilities

• Prioritize fixes and automations, along with measuring the product quality.
• Documenting troubleshooting and problem resolution steps.
• Monitor alerting channels, analyze problems, diagnose and do occasional code fixes with low to medium complexity.
• Taking ownership of technical issues and working closely with developers to resolve more complicated problems.
• Work closely with product and developers to enhance the quality of existing products.
• Resolving escalated customer complaints without the need for team lead intervention.
• Address urgent issues quickly, work within and measure against customer SLAs.
• Write scripts (shell, python, ruby, php) and aggressively automate manual / repetitive tasks.
• Automate scripts / tasks for reporting and maintenance; and build anomaly detectors and alerting where ever applicable.
• Develop smaller complexity features/enhancements in existing products.
• Perform in-depth research and identify sources of production issues surrounding the application
• Develop and facilitate monitoring systems to identify issues before they happen.
• Create accurate DB queries that will identify affected data and rectify them.