Production Support Engineer

About the role

The Production Support Engineer monitors the Transform9 platform, trims incoming issues, and swiftly restores service when something goes wrong. This role is engineering-focused, not a help desk one: you’ll dive into logs, reproduce bugs, escalate with clear context, and close the loop with customers.

Responsibilities

• Maintain platform health and proactively identify issues
• Triage and prioritize incoming production issues
• Investigate failures using logs, metrics, and observability tools
• Distinguish between configuration issues, integration failures, infrastructure events, and application bugs
• Escalate well-characterized issues to the appropriate engineering team with full context
• Communicate clearly with Customer Success and affected customers during incidents
• Maintain and improve runbooks, triage guides, and support documentation
• Participate in on-call rotation
• Develop production-grade practices consistent with HIPAA and healthcare security standards

Requirements

• 3-5 years in a technical support, production support, or junior engineering role
• Ability to read and navigate backend code (Python or TypeScript preferred)
• Comfort with log analysis and observability tooling (CloudWatch, Datadog, Grafana, or equivalent)
• Strong written communication skills — able to write clear, concise incident summaries and escalation notes
• Solid understanding of REST APIs and how to use tools like Postman or curl to test and debug
• Ability to work calmly and methodically under pressure
• Eagerness to learn and grow toward a full engineering role

Benefits

• Top-tier health coverage: medical, dental & vision
• 401(k)
• Paid time off + holidays, and paid parental leave