Production Support Engineer

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

📋 Description

• Act as the main technical authority for significant enterprise clients within the APAC region.

• Take the lead in resolving critical and intricate customer challenges.

• Actively collaborate with enterprise clients to deliver hands-on troubleshooting and solutions for urgent technical issues.

• Spearhead investigations into the root causes of recurring technical problems alongside Support, Product, and Engineering teams.

• Advocate for the resolution of fundamental technical issues.

• Review and enhance escalation processes through coding, tooling, and training to reduce L3 escalations.

• Develop and maintain internal knowledge bases, runbooks, and troubleshooting manuals.

• Contribute to public documentation as necessary.

⛳️ Requirements

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

• Expertise in troubleshooting complex distributed systems and APIs.

• Proficient in SQL, Kubernetes, and Grafana.

• Experience in process improvements and SLA performance.

• Excellent communication skills to convey complex technical findings to both internal and external audiences.

• Capability to establish strong relationships with technical teams at enterprise-level partners.

• Knowledge of FinTech concepts, API-driven financial platforms, and ITIL principles.

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

• Must be eligible to work without sponsorship for this position.

🏝️ Benefits

• 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.