Production Engineer – SSE/LSE
- Country: United States
- Region: New York
• 6+ years of hands-on application support experience
• Strong history of troubleshooting skills, triaging issues and ability to clearly document problems and solutions
• Good debugging skills across the application layer (Frontend, Backend, and Database)
• Shall be able to isolate and break the call to narrow down the issue
• Good experience in Python development, Postgres SQL, and API testing tools like Postman
• Good to have knowledge in React JS framework and API design
• Good to have an understanding of GCP managed Kubernetes and Containers like Cloud Run
• Experience in GCP platform services like Big Query, Infrastructure and deployment model Experience in observability using Prometheus Grafana
• Experience in APM and log management using ELK stack
• Experience in using a support incident management tool
• Experience in using a development/bug tracking tool, preferably JIRA
• Good experience in Linux server operating system and Mac Desktop development
• Uphold KPIs for productivity (for example, resolution of product-related support tickets)
• Uphold KPI for code quality standards
• Undertaking regular Root Cause Analysis, and problem-solving
• The impact that you will be making
• Quickly react to incidents reported in the Production environment by any number of sources (internal employees, customers, Production Support team proactive monitoring, etc)
• Confirm possible incidents are reproducible in a Non-Production environment and document as much detail as possible in the incident tracking tool to determine what type of solution is needed (including but not limited to: user training, code fix, process change, policy change, etc) before requesting assistance from product teams
• Collaborate with members of product teams (Developers, Quality Engineers, Dev Ops, Technical Product Managers, Business Product Managers) to determine root causes and solutions
• Improve efficiency and quality of support by automating complex routine tasks
• Evaluate and Champion best of breed product support tools including run books, monitoring, and knowledge bases to aid in the application support process
• You will be involved in owning support issues end-to-end, including managing the resolution of major incidents and application outages for the applications within your remit
• Solve highly complex, ad-hoc application critical problems and determine the best solution within SLAs or around cost/benefit analysis
• Follow industry-standard processes and operational policies across an incident, change, and problem management, with a view to perform continuous service improvement
• Interact with internal teams and external 3rd party vendors to troubleshoot and resolve complex problems Implement and maintain application monitoring
• Meet and exceed SLAs for the resolution of escalated incidents
• Take part in production support rotation, and responding and resolving production problems
• Actively participate with complex triages and Root Cause Investigations
• Ability to solve production down situations under tight SLA deadlines, including root cause and problem resolution follow-up
• Proactive in identifying, escalating, and addressing post-implementation issues and risk
• Experience in a fast-paced start-up environment or a strong desire to be in one
Reference : Production Engineer – SSE/LSE jobs