Support Engineer

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Equifax is seeking creative, high‑energy and driven software engineers with hands‑on development skills to work on a variety of meaningful projects.

• Monitoring & Observability (Datadog‑Focused)
  • Own Observability:
    Design, implement, and maintain a comprehensive monitoring strategy using Datadog (Metrics, APM, Logs, Synthetics, and RUM).
  • Proactive Detection:
    Build and refine sophisticated dashboards, SLOs/SLIs, and alerts to identify performance bottlenecks and potential failures before they become customer‑facing incidents.
  • Analyze:
    Use Datadog's full suite to trace complex issues across distributed microservices, from the front‑end to the database.
• Production Support & Incident Management
  • Incident Command:
    Act as the technical lead during high‑priority production incidents, coordinating cross‑functional teams (Development, Dev Ops, Product) to drive rapid resolution.
  • Root Cause Analysis (RCA):
    Conduct thorough, blameless post‑mortems to identify the true root cause of incidents, documenting findings and tracking remedial actions.
  • On‑Call:
    Participate in a rotating on‑call schedule, serving as the primary escalation point for all production service issues.
  • War Room Leadership:
    Confidently manage "war room" scenarios, clearly communicating status, impact, and needs to both technical and business stakeholders.
• Engineering & Automation (The "Dev" Component)
  • Code‑Level Troubleshooting:
    Utilize your development background (e.g., Python, Go, Java, .NET) to read and understand application code, enabling you to pinpoint bugs and collaborate effectively with development teams on fixes.
  • Build Tools, Not Toil:
    Identify and automate repetitive manual tasks (toil) by building scripts, internal tools, and runbooks.
  • Influence Design:
    Partner with software engineers to champion "design for production," providing feedback on logging, metrics, and application reliability from the support perspective.

• Bachelor's degree or equivalent experience
• 5+ years in a Production Support, Site Reliability Engineering (SRE), or high‑stakes Dev Ops role.
• Datadog Expertise:
  Extensive, hands‑on experience with the Datadog platform. Comfortable building complex dashboards, setting up monitors, and using APM and log analytics for deep‑diving troubleshooting.
• Production Incident Management:
  Proven track record of leading the response to and resolution of critical incidents in a 24/7, high‑availability environment.
• Development/Scripting:
  Strong prior development or scripting knowledge. Proficient in at least one language (Python, Go, Bash, or Power Shell). Ability to read and debug code in Java or Node.js is a major plus.
• Core Tech:
  Deep understanding of:
  • Cloud Platforms (AWS, Azure, or GCP)
  • Containerization (Kubernetes, Docker)
  • CI/CD Pipelines (Jenkins, Git Lab CI, etc.)
• Mindset: A calm, methodical, and detail‑oriented approach to problem‑solving, especially under pressure.

• Datadog Certification(s).
• Experience with Infrastructure as Code (Terraform, Ansible).
• Knowledge of other observability tools (e.g., Prometheus, Grafana, ELK Stack).
• Experience in database performance tuning (SQL or No
  
  SQL).