This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Production Support Engineer in United States.
This role is focused on ensuring the stability, reliability, and performance of a cutting-edge platform that helps enterprises detect fraud and secure high-risk digital interactions in real time. You will act as a key technical owner during production incidents, leading resolution efforts for critical system issues while collaborating closely with engineering, product, and customer-facing teams. The environment is fast-paced and highly technical, requiring strong problem-solving skills and calm execution under pressure. You will play a central role in improving system reliability, driving post-incident learnings, and strengthening operational excellence. Beyond incident response, you will contribute to long-term platform resilience through automation, documentation, and process improvements. This is a highly impactful role where your work directly supports mission-critical systems used by major global enterprises.
Accountabilities- Lead resolution of complex production issues, including high-severity (Sev1) incidents, ensuring rapid stabilization and effective communication across stakeholders.
- Collaborate with Engineering, Product, and Customer Success teams to support deployments, troubleshoot issues, and ensure smooth post-release operations.
- Perform deep root cause analysis and implement long-term fixes to improve platform reliability and prevent recurring incidents.
- Act as a subject matter expert on platform components, including APIs, integrations, and customer environments.
- Monitor production systems proactively, analyze incident trends, and recommend automation or preventative improvements.
- Create and maintain technical documentation, runbooks, and post-incident reports to improve operational knowledge and consistency.
- Participate in on-call rotations, providing after-hours support when needed for critical incidents.
- Mentor other support engineers through knowledge sharing, incident guidance, and technical coaching.
Requirements
- 5+ years of experience in production support, technical operations, or a similar engineering-focused support role.
- Strong understanding of RESTful APIs and experience troubleshooting API-based systems.
- Hands-on experience with cloud environments such as AWS, GCP, or similar platforms.
- Familiarity with Linux systems, relational databases, and scripting languages.
- Experience with incident management and cloud-based ticketing systems.
- Proven ability to debug and resolve complex, distributed system issues end-to-end.
- Strong technical communication skills with the ability to engage both technical and non-technical stakeholders.
- Experience creating and maintaining technical documentation and operational runbooks.
- Strong ownership mindset with the ability to lead incidents under pressure.
- Mentoring experience and willingness to support team development.
- Nice to have: familiarity with VoIP technologies and networking concepts (TCP/IP).
Benefits
- Competitive base salary range of $90,000 – $110,000 USD
- Restricted Stock Units (RSUs) for long-term equity participation
- Remote-first work environment with flexibility and autonomy
- Unlimited paid time off (PTO)
- Comprehensive health, dental, and vision insurance plans (including employer-paid options)
- Health Savings Account (HSA) employer contributions
- Paid parental leave for all parents
- Monthly phone and internet allowance
- Annual learning and development stipend
- Enhanced fertility and wellness-related benefits
- Regular team off-sites and in-person collaboration events
- Inclusive and diverse work culture focused on innovation and collaboration
How Jobgether works:
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!
Why Apply Through Jobgether?
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.
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