Production Support Engineer

Product Support Engineer

Job Title: Production Support Engineer
Years Exp: 1 to 4 years

We are looking for a Production Support Engineer to join our dedicated Production Support Team. This role is critical for ensuring high-quality client support, maintaining system reliability, and allowing our engineering team to focus on feature development.You will work alongside another support engineer on the same shift, providing coverage during US business hours. When not handling support issues, you'll work on measurable, sprint-trackable items such as package updates, security fixes, and monitoring enhancements.

Technology Stack

• Application: .NET Framework 4.7.2, ASP.NET Web Forms/MVC, C#
• Database: MySQL 8.0
• Caching: Redis
• Message Queue: RabbitMQ, AWS SQS
• Search: Solr
• Monitoring: New Relic, Datadog, Pingdom, ELK Stack
• Cloud: AWS (EC2, RDS, S3, Lambda, CloudFront)
• Integrations: Twilio, Authorize.net, Background Screening providers

Key Responsibilities

• Primary Responsibilities (Support & Monitoring)
• Client Issue Triage & Response
• Receive and categorize client-reported issues
• Classify priority (P1/P2/P3/P4) and severity
• Provide initial response within SLA timeframes (P1: 15min, P2: 1hr)
• Perform basic troubleshooting and investigation

Investigation & Diagnosis

• Review logs and monitoring dashboards (New Relic, Datadog, ELK Stack)
• Query MySQL databases for data issues
• Reproduce and identify root causes
• Analyze error patterns and trends

Issue Resolution

• Perform minor fixes (configuration changes, database query fixes)
• Execute service restarts and cache clearing
• Implement minor code hotfixes (with approval)
• Document resolution steps and procedures

Ticket Management

• Create tickets in engineering board (Jira/Zendesk) for complex issues
• Categorize and prioritize accurately
• Update ticket status and document resolutions
• Maintain Support Issues Tracker daily

Active MonitoringMonitor system health dashboards (New Relic, Datadog)Review alerts from monitoring tools (Pingdom, etc.)Monitor infrastructure load, traffic patterns, and performance metricsProactively identify potential issues before they impact clients

Engineering Collaboration

• Provide context to engineering team during handoffs
• Gather debugging information for complex issues
• Test fixes and coordinate deployments
• Escalate complex issues to Technical Lead or SRE team

Secondary Responsibilities (Idle-Time Work Items)When no support issues are active, you'll work on measurable, sprint-trackable items:

Package & Integration Updates

Upgrade NuGet packages (.NET Framework 4.7.2 dependencies)

Update third-party libraries and connectors

Review and update external integration SDKs (Twilio, Authorize.net, Background Screening providers)

Test compatibility after upgrades

Security Vulnerability Remediation

Review security scan results (Nessus, Qualys, Snyk, Dependabot)

Fix identified low-to-medium severity vulnerabilities

Update vulnerable dependencies

Document security fixes

Monitoring & Observability Enhancements

Enhance RUM (Real User Monitoring) dashboards

Add new APM (Application Performance Monitoring) metrics

Create additional monitoring alerts and thresholds

Improve log aggregation and searchability

Build custom dashboards for key business metrics

Code Quality & Maintenance

Fix minor code quality issues (code smells, unused code)

Update outdated comments and documentation

Improve error handling and logging

Refactor small, isolated code sections (with approval)

Database & Infrastructure Maintenance

Review and optimize slow database queries

Update database indexes where needed

Review Redis cache patterns

Monitor RabbitMQ queue health

Documentation & Knowledge Base

Document common troubleshooting procedures

Create runbooks for frequent issues

Update system architecture diagrams

Maintain knowledge base articles

Technical Skills

• .NET Framework knowledge (C#, ASP.NET basics)
• SQL proficiency (MySQL queries, data investigation)
• Basic troubleshooting skills (logs, errors, debugging)
• Problem-solving ability (analytical thinking, root cause analysis)
• Communication skills (client-facing, technical documentation)

Experience

• 1-4 years of experience in software development or technical support
• Experience with ticketing systems (Jira, Zendesk) - preferred
• Familiarity with monitoring tools (New Relic, Datadog, Pingdom) - preferred
• Understanding of AWS basics (EC2, RDS, S3) - preferred
• Knowledge of Redis, RabbitMQ basics - preferred

Soft Skills

• Strong time management (handling multiple issues, prioritizing)
• Attention to detail (accurate issue categorization and documentation)
• Collaboration (working with engineering team, handoffs)
• Adaptability (learn-as-you-go approach, fast-paced environment)
• Client-focused mindset (ensuring SLA compliance, client satisfaction)

Experience Level

Mid Level