Production Support Engineer

Job Description

We are seeking a highly technical solution-oriented Tier 3 Production Support Engineer to ensure the reliability, performance and stability of our business-critical ALTO platform. As the highest tier of operational escalation you will go beyond standard troubleshooting scripts to perform code-level debugging, deep architectural analysis and complex root cause resolution.

You will bridge the gap between day‑day operations and core product engineering, serving as the ultimate technical authority for production incidents.

• Advanced Incident Resolution Troubleshooting
  Act as the final escalation point for complex application faults, data discrepancies and system performance issues escalated by Tier 1 and Tier 2 teams.
• Lead high‑priority P1/P2 critical incident resolution bridges, driving immediate technical workarounds under tight SLAs.
• Deeply analyze application logs, thread dumps, network packets and database states to diagnose intricate system behaviors.
• Code Defect Correction Engineering Collaboration
  Navigate and analyze the core ALTO application codebase to pinpoint software bugs and architectural edge cases.
• Write tests and safely deploy high-quality code hotfixes, SQL data correction scripts and configuration updates.
• Collaborate directly with Product Development teams to prioritize and hand off permanent bug fixes and architectural rewrites.
• Observability Automation Guardrails
  Design, build and optimize advanced application monitoring dashboards and alerting logic using APM tools.
• Develop automated scripts (Python/Bash) to streamline manual recovery procedures and empower lower support tiers to self‑heal recurring issues.
• Review and approve production deployment plans and changes to ensure operational readiness.