Production Support Engineer

Hi 👋 we’re Genio. We create beautifully simple learning tools that boost knowledge, skills, and confidence.

• We’re a SaaS scale up and one of the fastest growing tech companies in the North.
• There’s 100+ of us around the UK with our HQ in Leeds.
• Our software is award-winning and used by 100,000s of students at over 800 universities & colleges worldwide.
• We’re growing so we can achieve our mission to support 1 million students to become better learners by 2030.

As a Production Support Engineer, you will play a vital role in bridging the gap between customer support teams and engineering. You will assist in resolving support requests and issues efficiently and proactively. Your responsibilities will include investigating and triaging incoming support requests, as well as conducting proactive log analysis. You will also examine patterns within the Genio monitoring stack and collaborate with squads to recommend improvements or proactively implement bug fixes.

We think that this could be a great stepping stone for someone who wants a future role in software engineering.

As a Production Support Engineer, you’ll sit within the Engineering function and work closely with engineers focused on production support and system reliability. You’ll collaborate day-to-day with Colin, a Senior Engineer who leads much of our production support work.

You’ll also partner closely with our Customer Support team led by David with Emma and Monika, acting as a technical bridge between users and Engineering. Together, you’ll ensure issues are understood quickly, resolved effectively, and fed back into engineering improvements.

You’ll be managed by one of the Engineering Line Managers;
Natasha (owns a dog called Bailey), Bruce (makes the most of our remote policy, a man with a large vocabulary), Charlene (owner of sausage dog Spud), or Mark (Nomad policy champion , Genio Pride organiser ) who are either Engineering Managers, Software Engineers or Platform Engineers themselves.

Heading up the line managers is Mala, Head of Engineering. If you want to know more about joining Genio, you can hear from Mala here.

• Review, triage, and reproduce escalated user issues.
• Resolve low-risk or straightforward issues.
• Collaborate with the Customer Support team (first-line support) and other stakeholders across the business.
• Proactively identify recurring user issues and contribute to root cause analysis.
• Investigate and resolve logging errors.
• Maintain and author knowledge base articles and troubleshooting documentation.
• Build and maintain dashboards and alerting frameworks.
• Strong technical troubleshooting skills.
• Experience with observability tools such as Kibana, Sentry, and Grafana.
• Scripting and programming skills (Python, Shell, PHP, Go, etc.) for automation and tooling improvements.
• Familiarity with Agile tools such as JIRA.
• Experience with frontend languages such as Typescript.
• Experience of CI/CD pipelines and deployments.
• Knowledge of best practices in observability.
• A collaborative approach, with experience working across multiple teams.
• Strong communication skills, with "passionate views, loosely held", articulate ideas clearly but remain open to other perspectives.
• Willingness to learn, develop new skills, and adopt a flexible, team-oriented mindset.

Not every one of the above is essential, but hopefully it gives an idea of what we find useful day to day.

🏖️ 33 days annual leave (Inclusive of bank holidays)

🎄 3 gifted days off at Christmas

💰 EMI Share Options Scheme

🎓 Generous individual learning and training allowance

⌚ Truly flexible hours to suit when you work best

💻 Full home working set up and beautiful collaborative office space

🚗 Free Leeds City Centre office parking

🌴 Nomad working policy with family travel insurance

🍼 Enhanced 26 weeks maternity and 4 weeks paternity (fully paid)

🤝 2 volunteering days per year

🤍 Health cash plan (from glasses to massages)

We have a beautiful office space in Leeds and we love it when we get together to collaborate in person. We typically operate a hybrid way of working, however some of our roles support remote working within the UK,…