Senior Production Support Engineer

Serve as a senior technical resource for a production platform, helping customers and internal teams resolve complex API, integration, and reliability issues. You’ll take ownership of high-severity investigations, communicate clearly during incidents, and turn recurring problems into lasting operational improvements. The stated working hours are 8 a.m. to 5 p.m. Eastern Time, with participation in an on‑call rotation and after‑hours support as needed.

• Troubleshoot production incidents and API integration problems involving authentication, connectivity, and configuration.
• Lead technical investigations and escalations during the most severe incidents.
• Coordinate with engineering, product, and customer‑facing teams to resolve issues and support deployments.
• Perform root cause analysis, identify repeated failure patterns, and recommend durable fixes.
• Monitor production health and improve support tooling, automation, and incident processes.
• Mentor colleagues and maintain practical documentation, runbooks, and troubleshooting guides.

• At least seven years in production support, application support, technical support engineering, or a related field.
• Strong knowledge of REST APIs, HTTP/HTTPS, integrations, authentication, and tools such as Postman or cURL.
• Experience with a cloud platform such as AWS or GCP.
• Working knowledge of Linux, SQL, relational databases, and scripting.
• Ability to investigate logs and complex application behavior, manage escalations independently, and stay composed during critical incidents.
• Strong communication, documentation, customer service, and mentoring skills.

• Familiarity with VoIP and SIP, networking concepts such as TCP/IP, DNS, and TLS/SSL, or observability and automation tools.

• Remote‑first work with the listed Eastern Time schedule and on‑call responsibilities.
• Benefits include paid time off, health and welfare coverage, retirement matching, parental leave, a learning stipend, and phone, internet, and home‑office support.