Production Support Engineer

About the role

Solvd is seeking a Production Support Engineer to ensure the health and reliability of a revenue‑critical sales platform. You will act as the bridge between end‑users, partners, call centers and engineering, handling incidents and keeping stakeholders informed.

Key responsibilities

• Monitor platform health, triage incidents and distinguish critical outages from non‑critical bugs.
• Investigate incidents using logging tools (API calls, responses, Splunk/Datadog/Sumo Logic).
• Own the end‑to‑end incident management process, including post‑mortems and corrective actions.
• Communicate status proactively to stakeholders via email, phone or ticketing systems.
• Manage incident queues in Jira, prioritize bugs for engineering sprints, and participate in cross‑functional meetings.
• Participate in on‑call rotations, responding to alerts through OpsGenie within defined SLA windows.

Required profile

• 2+ years troubleshooting applications, servers or infrastructure.
• Proven ability to provide clear status updates to multiple stakeholder levels.
• Strong communication skills, able to translate technical details into plain language.
• Available during U.S. Eastern business hours (9 AM–6 PM ET).
• Bachelor’s degree or equivalent experience.

Required skills

• Understanding of API functionality and experience with Postman or similar tools.
• Experience with logging/observability platforms such as Splunk, Datadog, or Sumo Logic.
• SQL query writing for troubleshooting and reporting.
• Basic HTML, JSON and browser developer‑tools proficiency.
• Familiarity with Jira and OpsGenie for incident tracking and alerting.
• Knowledge of AWS (Cloud Practitioner level or higher).
• Version control with Git and infrastructure‑as‑code concepts (Terraform).

What we offer

• Structured 6‑month ramp‑up with comprehensive onboarding documentation.
• On‑call rotations start only after readiness, with manager backup.
• Opportunity to work on AI‑driven projects across key industries.
• Inclusive global team environment focused on continuous learning and ethical AI standards.