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 Monitoring
Monitor system health dashboards (New Relic, Datadog)
Review alerts from monitoring tools (Pingdom, etc.)
Monitor infrastructure load, traffic patterns, and performance metrics
Proactively 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)