Production Support Engineer

Overview

Production Support Engineer focused on enterprise customer issue resolution across APAC, owning complex escalations and driving root-cause fixes and support process improvements.

What you'll do

• Lead complex L2 escalations with hands-on troubleshooting for critical technical issues.
• Perform root cause analysis for recurring technical issues with Support, Product, and Engineering teams.
• Improve support process efficiency by auditing escalation workflows and using code/tooling/training.
• Develop and maintain internal knowledge bases, runbooks, and troubleshooting guides.

What you'll need

• 4+ years of experience in technical escalation or support engineering.
• Troubleshoot complex distributed systems and APIs.
• Proficiency with SQL, Kubernetes, and Grafana.
• Drive process improvements and SLA performance.
• Strong communication skills for complex technical findings to internal/external audiences.
• Understand FinTech concepts, API-driven financial platforms, and ITIL concepts.
• Work in an APAC shift starting at 5:00 PM EST.

Nice to have

• Experience with GCP, Golang, Kafka, or RabbitMQ.
• Experience with Postgres performance tuning.
• Experience with online securities trading.
• Contribute to public technical documentation.
• Develop internal support automation tools.

Details

• Location: Remote - APAC.
• Eligibility: Must be eligible to work without sponsorship.