Tier 2 Production Engineer

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

📋 Description

• Deliver exceptional technical support to internal team members, ensuring high-quality service and prompt resolution of issues.

• Identify and troubleshoot intricate technical problems related to hardware, software, and network infrastructure.

• Work collaboratively with other technical team members to swiftly and effectively address escalated issues.

• Review, remediate, and escalate support tickets as necessary to maintain healthy production environments.

• Collaborate with our SRE, DevOps, and DBA teams to create runbooks for recurring processes and known issues.

• Serve as the communication hub during your shift, facilitating coordination among engineers and teams during Severity 1 and Severity 2 remediation calls.

• Assist in the development and enforcement of IT policies and procedures aimed at enhancing our service.

• Keep abreast of emerging technologies and industry trends to ensure we provide the best support to our clients.

⛳️ Requirements

• Strong understanding of Linux and Windows operating systems, as well as network infrastructure.

• Exceptional analytical and problem-solving capabilities, with a demonstrated ability to troubleshoot complex technical challenges.

• Practical experience in cloud environments, particularly with AWS.

• Excellent written and verbal communication skills, capable of articulating technical issues clearly to non-technical team members.

• Ability to work both independently and collaboratively within a team, exhibiting a proactive and positive demeanor.

• Bachelor's degree in Computer Science or a related discipline, or equivalent professional experience.

• Minimum of 3 years of experience in providing technical support, ideally at a Tier 2 level or above.

• Prior experience in a technical role within a Managed Service Provider (MSP) environment.

• Practical experience with ticketing systems, particularly JIRA.

• Nice to have: Industry certifications in cloud platforms or Linux.

🏝️ Benefits

• Discretionary Time Off (DTO) – Take time off as needed.

• 15 Company-Paid Holidays – Including a company-wide break from Christmas Eve through New Year’s Day.

• Comprehensive Benefits Package – Switchfly provides a full range of health benefits, covering an average of 87% of employee premiums.

• 401(k) with Company Match – We promote long-term financial wellness through a competitive retirement plan.