Production Support Engineer

We are currently seeking a Production Support Engineer to join our team remotely in the US.

• Provide Level 2 (L2) product and production support for the CLSS platform (Connected Life Safety Services), ensuring timely investigation, troubleshooting, and resolution of incidents and service requests.
• Configure, monitor, and troubleshoot network connectivity between Central Stations and the CLSS environment.
• Investigate and resolve Gateway/Pathway communication issues, connectivity failures, and connection-loss incidents.
• Perform production support activities, including data validation, issue analysis, and root cause investigation using SQL and other diagnostic tools.
• Support customer and user onboarding processes and manage day-to-day operational support activities.
• Analyze, troubleshoot, and coordinate resolution of billing-related issues across business and technical teams.
• Coordinate with customers, Central Stations, application development teams, network/infrastructure teams, business stakeholders, and other internal support groups to ensure effective issue resolution.
• Take end-to-end ownership of incidents, driving them through resolution while maintaining clear communication with all stakeholders.
• Participate in Root Cause Analysis (RCA) activities for critical and recurring production issues and contribute to preventive actions.
• Assess and isolate issues across application, database, network, configuration, Gateway/Pathway, Central Station, and customer environments.
• Maintain production stability and ensure service continuity in a 24x7 operational environment.
• Support critical production incidents and escalations outside standard business hours as required.
• Build deep CLSS product and domain expertise and evolve into a trusted Subject Matter Expert (SME) for the platform.

• 10+ years of overall IT experience with significant experience in Product Support, Application Support, and Production Support environments.
• 10+ years working knowledge of: .NET / C# Microsoft Azure SQL Server APIs and Web Services
• 5+ years of hands-on experience in L2 Production Support, incident management, troubleshooting, and issue resolution.
• 5+ years of hands‑on knowledge of Gateway/Pathway communication architecture and troubleshooting methodologies.
• 5+ years of SQL skills for data analysis, production troubleshooting, and validation activities.

• Strong incident management and problem‑solving capabilities.
• Ability to analyze application behavior and debug application code when necessary.
• Ability to independently diagnose issues across application, database, network, infrastructure, and customer environments.
• Experience conducting Root Cause Analysis (RCA) and implementing corrective actions.
• Proven ability to manage multiple priorities in a high‑pressure production support environment.

• Excellent verbal and written communication skills.
• Strong stakeholder management skills with the ability to collaborate effectively with technical teams, business users, customers, and external partners.
• Demonstrated ownership, accountability, and customer‑focused mindset.
• Ability to work independently with minimal supervision.
• Strong teamwork and cross‑functional collaboration skills.
• Availability to provide primary support coverage during US West Coast business hours.
• Flexibility to support a 24x7 production environment and participate in after‑hours incident resolution and escalation support when required.

• Prior experience supporting CLSS or similar mission‑critical monitoring, alarm management, or connected‑device platforms.
• Experience working with Central Station ecosystems and industry‑standard…