Production Support Engineer, Irving, TX

Role: Production Support Engineer

Location: Irving, TX or Any Hub Location

Long Term

Manager Update -

Support Engineer for Salucro Payment Platform. Works within a team to support, implement and troubleshoot customers. Identify and affect automation gains for the team and platform.

Overview:

The Production Support Engineer serves as the primary conduit and filter between Customer Operations, Engineering, DevOps, and Product. This role is comfortable working in complex production environments, diving into data to diagnose & resolve real time data issues, reviewing log files and recommending code changes to Salucro s engineering teams to resolve code issues. The successful Production Support Engineer will be a technically skilled individual with experience working in production environments directly with internal stakeholders, integrated technology partners, and customers.

Major Duties and Responsibilities:

• Research and identify solutions to Salucro s platform in a highly complex, AWS cloud-based environment supporting multiple applications with multiple versions and technologies.
• Diagnose and troubleshoot technical issues, including but not limited to, account setup and configuration, customer management, and ongoing operational tasks.
• Collect, edit, and process information required for issue resolution to prepare for efficient engineering engagement.
• Work with the Customer Support team to ensure targeted questions are being asked to end users to quickly understand the root cause of the problem.
• Properly escalate unresolved issues to appropriate internal teams.
• Track system issues through to resolution, within agreed time limits while providing prompt and accurate feedback to customers and internal stakeholders.
• Review logs within internal databases or refer to external resources to provide accurate technical solutions.
• Prioritize and manage several open issues at one time.
• Assess systems to ensure timely identification and response of production level issues.
• Work across multiple teams, including but not limited to engineering, customer support, and product.
• Participate in a 24/7 On-Call rotation requiring urgent response to impactful production issues.

Skills, Experience and Minimum Requirements:

• 3 years experience as a Technical Support Engineer, Production Support Engineer, or similar role
• Hands-on experience troubleshooting and monitoring web-based SaaS applications
• 3 years experience working in cloud environments (preferably AWS)
• Experience working with web services and a deep understanding of HTTP & REST APIs
• Experience with Git or other distributed version control system(s)
• Proficiency in working with Databases and writing SQL
• Ability to diagnose and troubleshoot technical issues
• Familiarity with issue management tools such as Salesforce, ServiceNow, and Jira
• Excellent problem-solving and communication skills
• Ability to engage with production level issues outside of normal working hours
• Experience in Healthcare or FinTech is a plus.