Facctum is seeking a driven and technically sharp Production Support Engineer with 3–6 years of relevant experience. This role is central to ensuring the stability, reliability, and performance of our production environment. You will serve as the frontline defender of product uptime, providing end-to-end support across our platform and integrations — from issue detection and triage through to resolution, root cause analysis, and preventive action.
This is a hands-on role that demands both strong technical depth and excellent communication. You will work closely with product, engineering, and customer-facing teams in a fast-paced, collaborative environment.
Key Responsibilities
Product & Issue Awareness
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Stay current on product developments, known issues, user feedback, and all Facctum products and supported integrations.
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Proactively identify and address outages or critical issues, ensuring timely escalation and communication with engineers and managers.
Debugging & Troubleshooting
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Analyze, debug, and resolve production issues by investigating application logs, API interactions, and system performance metrics.
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Test and validate APIs using tools such as Postman or Swagger, ensuring endpoints are functioning as expected.
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Support root cause analysis and implement preventive measures to reduce recurrence.
On-Call & Shift Coverage
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Work in a rotating 24/7 shift schedule, including weekends and public holidays, to ensure seamless production operations.
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Provide on-call support as needed to address critical production incidents with speed and precision.
Collaboration & Communication
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Work closely with product development, engineering, and cross-functional teams to resolve issues efficiently.
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Draft professional communications to customers and internal stakeholders — providing clear updates, resolutions, and insights.
Ticket & SLA Management
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Handle support requests via ticketing tools (e.g., Zendesk), ensuring timely resolution within agreed SLAs with accurate issue documentation.
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Manage the support queue daily to maintain high customer satisfaction and SLA compliance.
Documentation & Knowledge Sharing
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Maintain thorough documentation for tasks, known issues, workarounds, and team activities.
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Develop your technical skills through hands-on experience and actively contribute to the internal knowledge base.
Requirements
Core Technical Skills
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Proven experience in production support roles with a strong sense of ownership.
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Hands-on experience with shell scripting and Unix/Linux command-line tools.
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Must have working knowledge of Kubernetes for container orchestration and troubleshooting.
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Solid understanding of Jenkins, Git, and CI/CD pipelines and release processes.
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ETL and database knowledge — Postgres, MongoDB, and/or Ab Initio.
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Hands-on experience with production deployments and product releases.
Cloud & Infrastructure
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Understanding of AWS Cloud and its key services: CloudWatch, EC2, S3, EKS, VPC.
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AWS certification is a plus and strongly encouraged.
Process & Soft Skills
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Familiarity with ITIL processes, Incident Management, and Problem Management frameworks.
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Excellent written and verbal communication skills — able to convey complex issues clearly to both technical and non-technical audiences.
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Must agree to a 24/7 rotational shift schedule, including weekends and public holidays.
