[Hiring] Production Support Engineer @Solvd

Role Description

We are looking for a Production Support Engineer to join a small, high-trust team responsible for the health and reliability of a revenue-critical sales platform. You'll sit between end users — partners and call centers — and engineering, triaging incidents, managing communication, and keeping stakeholders informed and calm when things go wrong.

You'll own the incident management response process end-to-end — from first alert through post-mortem and corrective action follow-up. This is not a developer role. The technical bar is deliberately calibrated: you need to understand how APIs work, read logs, and interpret what you're seeing — not implement fixes. What matters equally is your ability to translate technical issues into plain language and manage expectations across very different audiences.

Longevity and genuine interest in the role matter here. This team values people who want to grow with it, not move through it.

What you'll do

• Monitor platform health and triage incoming incidents — distinguishing critical issues (outages, service degradation) from non-critical ones (bugs, defects).
• Investigate incidents using logging tools — reading API calls, responses, and log data to understand what happened and where.
• Own the incident management response process, post-mortems, and corrective action follow-up.
• Notify stakeholders of critical issues proactively — specifying SLA risk and communicating clearly on status via email, phone, or ticket system.
• Cross-reference tickets across multiple systems and follow defects through the full lifecycle until closure.
• Communicate clearly with partners and call center teams — translating technical findings into plain language and managing expectations throughout resolution.
• Manage the incident queue in Jira and prioritize bugs within engineering sprint cycles.
• Participate in weekly cross-functional meetings with engineering and account/call center management.
• Provide suggestions for continual improvement of applications and processes.
• Join on-call rotations after ramp-up — responding to alerts via OpsGenie within defined SLA windows.

Qualifications

• 2+ years of troubleshooting and resolving issues for applications, servers, or infrastructure environments.
• 2+ years of providing clear status updates on tasks, issues, and resolutions to stakeholders at multiple levels.
• Working knowledge of how APIs function — able to read and interpret API calls and responses; experience with Postman or similar API testing tools.
• Ability to navigate logging and observability tools such as Splunk, Datadog, or Sumo Logic.
• Experience with SQL queries for troubleshooting and ad hoc reporting.
• Basic comfort reading HTML and JSON, and using browser developer tools for investigation.
• Ability to participate in technical bridge calls and follow incidents through to resolution.
• Exceptional communication skills — able to code-switch between technical and non-technical audiences fluidly; this is the hardest skill to train and the most important one for this role.
• Strong time management, prioritization, and organizational skills under pressure.
• Customer service mindset — genuine interest in supporting end users and resolving issues, not just closing tickets.
• Empathy, humility, and comfort with ambiguity — able to investigate complex issues without a clear playbook.
• Available during U.S. Eastern business hours (9 AM – 6 PM ET); Eastern timezone strongly preferred for onboarding and on-call coordination.
• Bachelor's degree in a related field or equivalent work experience.

Preferred Qualifications

• Experience with AWS — Cloud Practitioner level or above.
• Familiarity with Git in a team environment.
• Understanding of infrastructure-as-code concepts — Terraform or similar.
• Familiarity with OpsGenie or similar alerting platforms.
• Experience using AI tooling to amplify troubleshooting and investigation workflows.
• Understanding of engineering deployment lifecycle and release processes.
• Experience with on-call rotation structures and incident severity frameworks.
• Prior exposure to partner or call center communication management during live incidents.
• Experience in a travel, hospitality, or high-volume transactional platform environment.

What to expect when you join

• Comprehensive onboarding documentation and a structured 6-month ramp to full self-sufficiency.
• On-call rotations begin only when you're ready, with manager backup during early rotations.
• Active alert window is 8 AM–1 AM Eastern; overnight suppression windows are built in.
• SEV-1 incidents are rare — roughly once per quarter or less; the majority of the work happens during business hours.

Ready to make an impact?

If you're excited to build things that matter, champion responsible AI, and grow with some of the industry’s sharpest minds, apply today and let’s innovate together.

Solvd is an equal opportunity employer.