Production Support Engineer

Accountabilities:

• • Lead complex L2 escalations for enterprise customers across the APAC region, providing hands-on investigation, troubleshooting, and resolution of critical technical issues.
  • Serve as a primary technical escalation point for complex production incidents involving distributed systems, APIs, and cloud infrastructure.
  • Conduct root cause analysis of recurring technical problems in collaboration with Support, Product, and Engineering teams.
  • Identify underlying system or process issues and champion appropriate corrective actions through resolution.
  • Audit and improve escalation workflows, support processes, and service-level performance to reduce unnecessary L3 escalations.
  • Develop or improve internal tools, automation, and processes that increase support efficiency, scalability, and consistency.
  • Create and maintain technical documentation, including knowledge-base articles, troubleshooting guides, runbooks, and operational procedures.
  • Contribute to public-facing technical documentation when appropriate.
  • Communicate complex technical findings clearly to both technical and non-technical stakeholders, including enterprise customers.
  • Build strong working relationships with customer technical teams and internal engineering and product stakeholders.
  • Monitor and improve support processes against defined SLAs and operational objectives.
  • Work with cloud-native infrastructure and technologies including Kubernetes, Google Cloud Platform, microservices, PostgreSQL, and messaging systems.
  • Participate in an APAC-aligned shift, starting at approximately 5:00 PM EST.

  Requirements:

  • 4+ years of experience in technical escalation, production support, support engineering, or a closely related technical role.
  • Strong hands-on troubleshooting experience with complex distributed systems and APIs.
  • Proficiency with SQL, Kubernetes, and Grafana.
  • Experience investigating production issues, performing root cause analysis, and translating technical findings into actionable solutions.
  • Demonstrated ability to improve support processes and contribute to SLA performance.
  • Excellent written and verbal communication skills, with the ability to explain complex technical issues clearly to internal teams and external customers.
  • Strong customer-facing skills and the ability to establish trust and rapport with technical stakeholders at enterprise organisations.
  • Understanding of FinTech concepts, API-driven financial platforms, and ITIL principles.
  • Experience working with cloud-native architectures, microservices, and production infrastructure.
  • Strong analytical and problem-solving skills, with a structured approach to diagnosing complex incidents.
  • Ability to collaborate effectively across Support, Engineering, Product, and other technical teams.
  • Comfortable working independently in a remote, globally distributed environment.
  • Availability to work an APAC-aligned shift beginning at approximately 5:00 PM EST.
  • Eligibility to work without sponsorship for this role.
  • Experience with Google Cloud Platform, Golang, Kafka, RabbitMQ, or similar technologies is an advantage.
  • Experience developing internal support automation tools is desirable.
  • Experience contributing to public technical documentation is a plus.
  • Knowledge of PostgreSQL performance tuning is beneficial.
  • Experience with online securities trading or financial markets technology is desirable.

  Benefits:

  • Competitive salary.
  • Stock options.
  • Health benefits.
  • One-time USD $500 home-office setup allowance for new hires.
  • USD $150 monthly stipend provided through a Brex Card.
  • Fully remote working environment.
  • Opportunity to work with globally distributed engineering, support, product, and technical teams.
  • Exposure to cloud-native infrastructure, distributed systems, APIs, and financial technology.
  • Opportunity to contribute to technical documentation, automation, tooling, and support-process improvements.