This is a fully remote position, open to applicants in Asia.

• Act as the principal technical authority for major enterprise clients in the APAC region.

• Spearhead the resolution of critical and intricate customer challenges.

• Enhance processes to boost the efficiency and scalability of our support organization.

• Take a proactive approach by engaging with enterprise customers to deliver hands-on troubleshooting and solutions for vital technical issues.

• Oversee investigations into recurring technical problems by working closely with Support, Product, and Engineering teams.

• Review escalation workflows and enhance them through code, tooling, and training to reduce L3 escalations.

• Develop and maintain internal knowledge bases, runbooks, and troubleshooting guides, and contribute to public documentation as required.

• Over 4 years of experience in technical escalation or support engineering.

• Demonstrated excellence in troubleshooting complex distributed systems and APIs.

• Strong proficiency in SQL, Kubernetes, and Grafana.

• Proven ability to drive process enhancements and SLA performance.

• Exceptional communication skills for articulating complex technical findings to both internal and external stakeholders.

• Capability to build robust relationships, fostering trust and rapport with technical teams at enterprise-level partners.

• Familiarity with FinTech concepts, API-driven financial platforms, and ITIL principles.

• Availability to work in an APAC shift region, starting at 5:00 PM EST.

• Competitive Salary & Stock Options

• Health Benefits

• New Hire Home-Office Setup: One-time USD $500

• Monthly Stipend: USD $150 per month via a Brex Card

Production Support Engineer

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