Product Support Engineer

2 weeks ago

Irving, United States Convergenz Full time

Production Support Engineer

We are seeking a skilled and dynamic Production Support Engineer to join our team. In this role, you will be responsible for troubleshooting and resolving issues with application services, ensuring minimal disruption to operations. You will also develop Incident Response reports for major incidents, communicate process improvements, and collaborate with teams to enhance service reliability.


Key Responsibilities:

  • Monitor dashboards and system alerts, responding proactively to ensure the stability and uptime of services.
  • Investigate incidents, identify root causes, and work collaboratively with cross-functional teams to resolve issues.
  • Manage incident escalations, coordinate with relevant teams, and drive high-priority incidents to resolution.
  • Collaborate with Development, Database Administration, and other technical teams to troubleshoot and resolve service-related problems.
  • Create and maintain reports, dashboards, and alerts to ensure that incidents are managed within defined Service Level Agreements (SLAs).
  • Contribute to the creation, validation, and approval of operational runbooks and other essential documentation.
  • Partner with Product, Project, and Delivery teams to ensure smooth and successful deployments of code to various environments, including Production.
  • Troubleshoot and restore services across multiple applications, networks, and systems, using industry-standard tools and procedures.
  • Design, code, test, debug, and document programs as needed to support operational processes.
  • Conduct impact analysis based on client and user requirements for data processing.
  • Review and analyze documentation to support changes in a complex production environment.
  • Provide regular updates to stakeholders on the status of operations, ensuring prompt responses to service disruptions.


Required Qualifications & Skills:

  • Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
  • 10+ years of experience with Microsoft SQL Server, with at least 4 years of experience as a .NET Developer
  • 5+ years of hands-on experience working with Azure services.
  • Solid understanding of Azure DevOps, ARM Templates, Azure CLI, Azure Policy, and Azure REST API.
  • Strong analytical, problem-solving, organizational, communication, and interpersonal skills.
  • Proven ability to maintain high standards of attention to detail and quality.
  • Expertise in troubleshooting and resolving complex technical issues, with a hands-on approach to problem-solving.
  • Excellent written and verbal communication skills, with the ability to influence and communicate effectively with senior management.
  • Demonstrated ability to learn new technologies and adapt to evolving environments.
  • Experience translating business requirements into technical solutions and data-driven insights.
  • Strong organizational skills with the ability to manage competing priorities across multiple projects.
  • Flexibility and a positive attitude to adapt to changing business needs.
  • Strong leadership and interpersonal skills; capable of leading by influence in a matrixed environment.
  • Commitment to fostering a team-oriented culture of accountability, communication, and self-management.
  • Ability to drive impact and engagement across teams while consistently achieving individual and team goals.


Preferred Experience:

  • Experience with .NET technologies (C#, ASP.NET, .NET Core) and related frameworks.
  • Familiarity with Microsoft Azure services for cloud computing, storage, and security.
  • Experience with CI/CD pipelines and DevOps practices.
  • Experience designing and maintaining production systems and services in an Azure cloud environment.



We are an Equal Opportunity Employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability, or veteran status. We value diverse perspectives and actively seek to create an inclusive environment that celebrates the unique qualities of all employees.

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