Production Support Engineer

📋 Description

• Lead Complex L2 Escalations: Proactively engage with enterprise customers to provide hands-on
• Drive Root Cause Analysis: Lead investigations into recurring technical issues by collaborating
• Improve Support Process Efficiency: Audit escalation workflows and improve via code, tooling, and
• Develop Technical Documentation: Create and manage internal knowledge bases, runbooks, and

🎯 Requirements

• 4+ years of experience in technical escalation or support engineering
• Excellent troubleshooting of complex distributed systems and APIs
• Proficient with SQL, Kubernetes, and Grafana
• Drive process improvements and SLA performance
• Superior communication skills on complex technical findings for both internal and external audiences
• Build strong relationships, establishing trust and rapport with technical teams at enterprise-level

🎁 Benefits

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card