Production Support Engineer/Analyst

$104,000 - $104,000/Yr

Drc Systems

Full-time - Entry Level

About the position

The Product Support Analyst is responsible for managing the technology stack to ensure optimal service delivery to clients. This role involves proactive system monitoring, incident management, and user support through ticketing systems. The analyst will troubleshoot issues across hardware, software, applications, and networks, collaborating with various teams to resolve support issues and improve system resilience and observability.

Responsibilities

• Manage the technology stack to ensure expected service delivery to clients.
• Troubleshoot issues across hardware, software, application, and network layers.
• Manage incident calls with IT partners and infrastructure teams.
• Collaborate with development teams and users to resolve support issues.
• Identify areas for improvement including automation and resiliency across the platform.
• Participate in weekend and off-hours on-call support on a rotational basis.
• Ensure global teams follow consistent procedures and practices.

Requirements

• 1 to 5 years of practical experience in Production support or a similar role.
• Working knowledge of UNIX/LINUX operating systems.
• Proficiency in any scripting language (e.g., Shell Scripting, Python, Perl, JavaScript).
• Experience with relational databases (e.g., Sybase, DB2, SQL, Postgres).
• Experience in troubleshooting application issues and managing incidents.
• Excellent communication skills to manage high-pressure environments.
• Prior experience in the financial industry.
• Familiarity with SRE principles and practices.
• Exposure to modern observability tooling (e.g., Prometheus, Grafana, Kubernetes, Docker, Ansible).
• Knowledge of ITIL principles, SDLC, and Agile development.

Nice-to-haves

• Experience in cloud/distributed computing technology or certification.

Benefits

• Competitive hourly rate of $50/hr on W2.
• Compensation for weekend on-call shifts if working over 4 hours.