Senior Production Support Engineer (8 am - 5 pm ET)

Role overview

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.

Responsibilities

- 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.

Requirements

- 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.

Nice to have

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

Benefits and work setup

- 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.