Production Support Engineer: Incident Response & Communications

Solvd, Inc.; Occidente; On-site; COP 291,290,000 - 388,387,000; Full time

Job summary

Solvd Inc. is seeking a Production Support Engineer to join a small, high-trust team ensuring the health and reliability of a revenue-critical sales platform. You’ll triage incidents, communicate with partners, and drive post-mortems while avoiding code fixes, focusing on plain-language explanations and stakeholder alignment.

Ideal candidates have strong API/log proficiency, experience with observability tools, SQL, and excellent communication. You’ll work during U.S.

Qualifications

• 2+ years troubleshooting apps, servers, or infra.
• 2+ years providing clear status updates to stakeholders.
• Experience reading API calls/responses with tools like Postman.
• Ability to read logs and use observability tools (Splunk, Datadog, Sumo Logic).
• SQL queries for troubleshooting and ad hoc reporting.
• Read HTML/JSON and use browser dev tools for investigation.
• Experience bridging tech and non-technical audiences.
• On-call readiness with strong time management.
• Bachelor's degree in related field or equivalent work experience.

Responsibilities

• Monitor platform health and triage incidents (outages, degradation).
• Investigate incidents using logs, API calls, and responses to determine root cause.
• Own incident management, post-mortems, and corrective actions.
• Notify stakeholders of critical issues with SLA risk and status updates via email/phone/ticket system.
• Cross-reference tickets across systems and track defects through lifecycle.
• Communicate findings clearly to partners and call center teams.
• Manage incident queue in Jira and prioritize bugs for engineering sprints.
• Participate in weekly cross-functional meetings with engineering and account management.
• Provide suggestions for continual process improvement.
• Join on-call rotations after ramp-up and respond to alerts in defined SLA windows.

Skills

Troubleshooting

API basics

Logging tools

SQL queries

HTML/JSON

Communication

Time management

Customer service

Empathy

Education

Bachelor's degree

Tools

Postman

Splunk

Datadog

Sumo Logic

OpsGenie

Job description

Solvd Inc. is seeking a Production Support Engineer to join a small, high-trust team ensuring the health and reliability of a revenue-critical sales platform. You’ll triage incidents, communicate with partners, and drive post-mortems while avoiding code fixes, focusing on plain-language explanations and stakeholder alignment.

Ideal candidates have strong API/log proficiency, experience with observability tools, SQL, and excellent communication. You’ll work during U.S.