Production Support Engineer

Roles & Responsibilities

• Monitor operational workflows and system processes (data ingestion, post-ingestion, and UI delivery) to ensure smooth and uninterrupted service.
• Monitor the health of our applications and troubleshoot by following provided runbooks or documentation.
• Investigate and understand root causes for issues in business operations; develop and implement corrective actions
• Log issues, delays, and anomalies accurately and escalate critical problems per internal protocols.
• Respond to client queries promptly and professionally, ensuring resolution within defined timelines.
• Work with clients and internal teams to provide timely solutions while ensuring compliance with company standards and regulations.
• Deliver outputs accurately and within agreed SLAs, maintaining high reliability standards.
• Collaborate with Engineering, Product, and Client Success teams to resolve incidents, align on expectations, and drive process improvements.
• Maintain detailed records of incidents, client interactions, and operational metrics for reporting, audits, and analysis.
• Identify recurring issues and contribute to the design of preventive measures and long-term solutions.
• Use SQL, Shell scripting, and programming skills (python) as part of technical operations support.
• Support automation and workflow improvements to increase operational efficiency.

Required Qualifications

• 5+ years of experience in operations, data engineering, or Production support roles.
• Proven hands-on experience in querying and analyzing data, Advanced Excel, and MySQL.
• Experience in Linux basics and Networking fundamentals.
• Experience using cloud technologies such as AWS.
• Strong analytical and troubleshooting skills.
• Familiarity with workflow orchestration tools (Airflow), cloud infrastructure, and containerization (Kubernetes).
• Strong communication, documentation, and cross-team collaboration skills.
• Ability to work in a fast-paced, client-focused environment.
• Proactive, detail-oriented, and committed to continuous improvement.

Preferred Qualifications

• Experience working in SaaS, energy, or data-driven industries.
• Experience with Datadog or similar health monitoring systems.
• Experience in pySpark, data management, data integration, ETL, data quality and controls, data analysis, reporting, and testing.
• Familiarity with UI-based client platforms and Excel API integrations.
• Exposure to monitoring and alerting tools, including custom scripting.
• Exposure to Git
• Experience using Agile methodologies.
• Experience working with Jira or other issue-tracking systems.