Interim Senior Production Support Engineer

Senior Production Support Engineer (Contract-to-Hire)

Position Overview

The Senior Production Support Engineer handles incident triage, issue reproduction, environment support, release support, integration failures, defect coordination, and pod escalation support. This impactful role will serve as a key onshore partner to Product and Engineering during live incidents, high-priority releases, and ambiguous production issues. This position will begin as a six-month, temporary contract, with the possibility of converting to full-time employment pending performance during the contract period.

This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).

Locations: Atlanta; Boston; Charlotte; Chicago; Dallas; Los Angeles; New York; San Francisco

What You'll Do:

Incident Response & Triage

• Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems and workflows
• Investigate application, integration, configuration, and environment issues with a focus on restoring service and clarifying root cause
• Support high-priority incidents that require close coordination with engineering, product, or business stakeholders

Pod & Release Support

• Act as a close day-to-day support partner to pods during live releases, stabilization periods, and production issue follow-up
• Support release-watch activities and confirm production-readiness checks are executed consistently
• Help identify support risks before they become material incidents

Problem Management

• Document incidents clearly, coordinate handoffs to Engineering, and help ensure issues are tracked through resolution
• Improve runbooks, issue patterns, and support evidence to increase repeatability and speed of response
• Partner with QA and Engineering to reduce escaped defects and recurring support pain points

Business-Aware Support

• Translate technical issues into clear business impact statements for finance-sensitive workflows
• Help distinguish true defects from data issues, process exceptions, or user enablement gaps
• Escalate material issues quickly and clearly

Required Qualifications:

• 5+ years of production support, application support, systems support, or software operations experience
• Experience with modern application environments, APIs, integrations, and workflow-driven platforms
• Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues
• Ability to work closely with engineers, product managers, QA, and business stakeholders, translating technical findings into business-relevant language
• Comfort handling ambiguous, escalation-heavy, and high-pressure incidents in a disciplined way – you are a dependable partner who is methodical, calm, and accountable
• Bachelor's degree preferred

Desired Attributes:

• Excited to be part of a growing team, with a focus on driving future growth
• Passionate about delivering exceptional client service
• Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
• Willing to get your hands dirty in the details of a project while simultaneously seeing the whole picture
• Comfortable managing projects with multiple complex workstreams while also focused on your single workstream
• A self-starter with a strong work ethic
• Full of entrepreneurial spirit and comfortable in a fluid, flat organization
• Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
• A team player, able to work with team members across all levels
• Someone who enjoys mentoring others and doing meaningful work
• A leader of others; you lead by example

Compensation: The annual salary for this role ranges from $115,000 to $145,000 + benefits + bonus upon full-time conversion, pending performance during the contract period.

Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to geographic location, skill set, years and depth of experience, education, certifications, cost of labor and internal equity.

Note: This position is not eligible for immigration sponsorship.