Production Support Engineer

About the role

We are seeking a skilled Production Support Engineer to investigate, troubleshoot, and resolve technical issues affecting enterprise SaaS applications in a growing AI-powered technology environment. In this role, you will take ownership of escalated production issues, analyze logs and traces, reproduce bugs, identify root causes, and implement safe, low-risk code fixes.

What you'll do

• Investigate and troubleshoot escalated production issues by reviewing application logs, traces, session data
• Reproduce production bugs and technical issues, particularly those involving voice, audio, browsers, connectivity, and network configurations
• Work directly with customers and their IT or security teams when necessary to investigate issues related to their technical environments
• Identify whether reported problems are software bugs, configuration issues, feature requests, or user errors, and document findings with clear technical explanations
• Implement small, low-risk code fixes using TypeScript or Python, following established code review, testing, and release procedures

What you need

• 3–5 yrs of experience
• Troubleshooting
• Firewalls
• JIRA
• MongoDB
• TypeScript
• Python
• Any graduate

Good to have

• Incident response
• SQL
• LLMs
• Node.js
• PostgreSQL
• AWS