Production Support Engineer
Solvd · Remote · Argentina · Brazil · Colombia ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote (US Eastern)
- Non-development role
- API & Log analysis
- On-call rotation
- Senior support focus
Join Solvd Inc. as a Production Support Engineer responsible for the health of a key sales platform. You will bridge the gap between end users and engineering by managing incidents, translating technical issues into plain language, and ensuring clear communication during outages.
This role emphasizes longevity and genuine interest in support operations rather than code implementation. You will own the incident response process from alert to post-mortem, working closely with partners and call centers to maintain service reliability.
What you'll do
- Triage incoming incidents to distinguish critical outages from minor bugs
- Investigate issues by reading API calls, responses, and log data
- Own incident management, post-mortems, and corrective action follow-up
- Notify stakeholders of risks and status via email, phone, or tickets
- Translate technical findings into plain language for non-technical audiences
- Manage the incident queue in Jira and prioritize bugs for engineering sprints
- Participate in weekly cross-functional meetings with engineering and management
- Join on-call rotations to respond to alerts within defined SLA windows
What you'll need
- At least 2 years of experience troubleshooting application or infrastructure issues
- At least 2 years providing clear status updates to diverse stakeholders
- Working knowledge of APIs and experience with tools like Postman
- Ability to use logging tools such as Splunk, Datadog, or Sumo Logic
- Experience writing SQL queries for troubleshooting and reporting
- Comfort reading HTML and JSON and using browser developer tools
- Exceptional communication skills for technical and non-technical audiences
- Availability during U.S. Eastern business hours (9 AM – 6 PM ET)
Nice to have
- AWS experience at Cloud Practitioner level or above
- Familiarity with Git in a team environment
- Understanding of infrastructure-as-code concepts like Terraform
- Familiarity with OpsGenie or similar alerting platforms
- Experience using AI tooling to enhance troubleshooting workflows
- Prior exposure to partner or call center communication during incidents
Stack
- Splunk
- Datadog
- Sumo Logic
- Postman
- SQL
- Jira
- OpsGenie
- AWS
- Git
- Terraform
How you'll work
- Remote work with strong preference for Eastern timezone
- Core hours are 9 AM to 6 PM Eastern Time
- On-call active window is 8 AM to 1 AM Eastern
- On-call rotations begin after structured 6-month ramp-up
- Manager backup provided during early on-call rotations
What you get
- Comprehensive onboarding documentation
- Structured 6-month ramp to full self-sufficiency
- Inclusive environment prioritizing continuous learning
- Global team with cross-continent collaboration opportunities