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Role Overview
We are seeking an experienced, hands-on Lead Production Support Engineer to provide technical leadership and oversee Tier 2/3 production support for a cloud-based SaaS platform serving the construction industry.
The role involves serving as the primary technical escalation point for complex production issues, leading incident investigations, driving root cause analysis, and ensuring timely resolution of critical application and infrastructure problems.
The successful candidate will work closely with Engineering, Customer Support, DevOps, and Product teams to maintain platform stability, improve support processes, and reduce recurring production issues. This is a hands-on technical leadership role requiring deep troubleshooting expertise, strong ownership, and the ability to guide and mentor other engineers.
Key Responsibilities
1. Technical Leadership & Production Support
Serve as the technical lead and primary escalation point for complex Tier 2/3 production incidents across applications, APIs, databases, and Azure infrastructure.
Lead end-to-end incident investigation, troubleshooting, resolution, and technical escalation for high-priority production issues.
Take ownership of critical incidents, ensuring timely diagnosis, stakeholder communication, and resolution within agreed service levels.
Troubleshoot and debug applications across Angular, Next.js, TypeScript, .NET Core, C#, REST and GraphQL APIs, microservices, MongoDB, SQL Server, and Microsoft Azure.
Guide and mentor support engineers in troubleshooting techniques, incident management, and technical problem-solving.
Provide technical direction during complex investigations and coordinate cross-functional efforts to restore service.
2. Incident Management & Root Cause Analysis
Lead technical investigations into recurring, high-impact, and business-critical production incidents.
Perform detailed root cause analysis (RCA), identify underlying technical issues, and recommend corrective and preventive actions.
Analyze application logs, telemetry, API responses, database performance, and infrastructure metrics using Azure Monitor, Application Insights, and related diagnostic tools.
Investigate data inconsistencies, application errors, performance degradation, authentication failures, and integration issues.
Write and optimize SQL and MongoDB queries to diagnose data-related incidents and performance bottlenecks.
Partner with Engineering and DevOps teams to implement permanent fixes and reduce repeat incidents.
Identify incident trends and recommend improvements to application reliability and operational stability.
3. Operational Excellence & Process Improvement
Establish and improve production support processes, troubleshooting standards, escalation procedures, and incident response practices.
Develop and maintain technical runbooks, knowledge base articles, troubleshooting documentation, and support procedures.
Monitor production health, identify potential risks, and proactively address emerging issues.
Support production deployments, release validation, and post-deployment monitoring.
Track and improve operational performance, including incident response times, resolution times, recurring incidents, and support effectiveness.
Identify opportunities to automate repetitive support tasks and improve operational efficiency.
4. Cross-Functional Collaboration & Communication
Act as the technical liaison between Production Support, Engineering, DevOps, Customer Support, and Product teams.
Coordinate with Engineering to prioritize production defects, validate resolutions, and track fixes through completion.
Communicate incident status, technical findings, business impact, and resolution plans clearly to technical and non-technical stakeholders.
Ensure timely communication during production incidents, including escalations, updates, and handoffs.
Collaborate with distributed teams across the US and India, ensuring consistent coverage, availability, and knowledge transfer.
Demonstrate accountability, responsiveness, and ownership of production support commitments.
Required Technical Skills & Competencies
8+ years of experience in Production Support, Application Support, Technical Support, or Software Engineering within enterprise or SaaS environments.
2+ years of experience in a technical lead, senior escalation, or incident management capacity.
Strong hands-on experience troubleshooting and debugging C#/.NET Core applications, REST APIs, and microservices.
Strong working knowledge of Angular-based web applications and frontend-to-backend troubleshooting.
Advanced SQL troubleshooting skills, including complex queries, joins, execution plans, and performance investigation.
Hands-on experience with MongoDB, including query troubleshooting, data investigation, and indexing concepts.
Strong production support experience with Microsoft Azure, including application hosting, monitoring, and infrastructure troubleshooting.
Experience using Azure Application Insights, Azure Monitor, and log analysis tools to investigate production incidents.
Demonstrated ability to lead root cause investigations and drive permanent resolutions for recurring production issues.
Experience with incident management, escalation procedures, and SLA-driven support environments.
Strong understanding of Azure DevOps, Git, CI/CD pipelines, and production deployment processes.
Ability to troubleshoot complex issues across multiple application and infrastructure layers.
Excellent written and verbal communication skills, including explaining technical issues to non-technical stakeholders.
Strong leadership, ownership, prioritization, and problem-solving skills.
Ability to mentor engineers, coordinate cross-functional teams, and drive incident resolution with minimal supervision.
Must-Have Skills
8+ years of experience in Production Support, Application Support, Technical Support, or Software Engineering.
2+ years of technical leadership, senior escalation, or incident management experience.
Strong hands-on experience with C# and .NET Core application troubleshooting.
Experience troubleshooting REST APIs and microservices.
Working knowledge of Angular-based applications and frontend-to-backend issues.
Advanced SQL troubleshooting, query optimization, and database performance investigation.
Hands-on MongoDB experience, including queries, data investigation, and indexing concepts.
Production support experience with Microsoft Azure.
Experience with Azure Monitor, Application Insights, and log analysis.
Strong root cause analysis and incident management capabilities.
Knowledge of Azure DevOps, Git, CI/CD pipelines, and production deployment processes.
Excellent communication, ownership, and cross-functional coordination skills.
Good to Have Skills
Experience supporting large-scale, multi-tenant SaaS platforms.
Experience with Next.js, TypeScript, Material-UI, and responsive web applications.
Experience troubleshooting authentication and authorization using OAuth, JWT, Azure AD B2C, NextAuth.js, or MSAL-Angular.
Familiarity with performance optimization, distributed tracing, and microservices troubleshooting.
Experience improving operations through automation, monitoring, and proactive issue detection.
Familiarity with ITIL practices, incident management, problem management, and post-incident reviews.
Experience working with geographically distributed engineering and support teams.
Desired Attributes
Strong technical ownership and the ability to independently manage critical production incidents.
Excellent troubleshooting, analytical, and root cause analysis skills.
Ability to guide and mentor engineers through complex technical investigations.
Strong prioritization and decision-making skills under pressure.
Clear, proactive, and transparent communication with technical and non-technical stakeholders.
Ability to collaborate across Engineering, DevOps, Customer Support, and Product teams.
Focus on operational excellence, platform stability, and continuous improvement.
Ability to work independently while coordinating cross-functional incident resolution.
Success Criteria
Critical production incidents are owned, coordinated, and resolved with minimal disruption.
Complex technical escalations are investigated thoroughly and addressed without excessive dependency on Engineering.
Recurring production problems are reduced through permanent corrective actions.
Support engineers receive effective technical guidance, improving team troubleshooting capabilities.
Communication with Customer Support, Engineering, and business stakeholders is proactive and transparent.
Production support processes, documentation, and operational metrics continuously improve.
The team demonstrates strong accountability, technical ownership, and operational reliability.
Interview Process
2–3 rounds of discussion.
