This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Production Support Engineer. In this role, you will be instrumental in driving the evolution of customer-facing technical support, ensuring scalable solutions that deliver exceptional service. With a focus on troubleshooting and resolving complex technical issues, you will play a crucial part in maintaining high standards of client satisfaction. Collaborating across various teams, you will contribute to continuous improvement initiatives while also developing comprehensive technical documentation. This is an exciting opportunity for someone looking to make a significant impact in a dynamic, globally distributed environment.

Accountabilities

• Solve Complex L2 Escalations by providing hands-on troubleshooting and resolution for critical technical issues.
• Improve Support Process Efficiency through auditing escalation workflows and implementing improvements.
• Drive Cross-Functional Root Cause Analysis by collaborating with Support, Product, and Engineering teams.
• Develop and Maintain Comprehensive Technical Documentation, including internal knowledge bases and troubleshooting guides.
• Scale Technical Support by implementing strategies to enhance client service delivery.

Requirements

• 7+ years of experience in technical escalation or support engineering.
• Excellent troubleshooting skills for complex distributed systems and APIs.
• Proficiency with SQL, Kubernetes, and GCP.
• Clear communication of technical information and meticulous documentation skills.
• Experience in driving process improvements and SLA performance.
• Understanding of FinTech concepts and API-driven financial platforms.
• Experience with Golang, Kafka, or RabbitMQ is a plus.
• Ability to develop internal support automation tools and contribute to public technical documentation.
• Experience with performance tuning of Postgres databases.

Benefits

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card

Why Apply Through Jobgether? We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.