Production Support Engineer

LeapXpert; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Attractive remuneration package

Friendly colleagues

Career growth opportunities

Training in new technologies

Job summary

LeapXpert in Pasig, Philippines seeks a Service Stability Engineer to triage, investigate and resolve production incidents, monitor systems, and drive fix implementations across customer environments. You will escalate with clear root-cause analyses and maintain runbooks, while using AI-assisted tools to speed triage.

Strong English communication and 24/7 coverage readiness are essential. You will join a global, mission-driven team at LeapXpert that values collaboration, innovation, and rapid

Qualifications

• 3-5 years in Production/Application Support.
• Experience with incident management and root-cause analysis.
• Experience with observability tools like Grafana/Prometheus.
• Basic scripting in Python, Java, or Bash.
• Familiarity with Jira/Confluence and Agile practices.
• Ability to handle multiple incidents under time pressure.
• Experience with CI/CD and change-management processes.

Responsibilities

• Triaging, investigating, and resolving production incidents.
• Monitor production systems and respond to alerts and escalations.
• Escalate unresolved issues with clear root-cause analysis; track to resolution.
• Drive hotfixes and changes across multiple customer environments.
• Own end-to-end resolution of recurring systemic issues.
• Communicate incident status to stakeholders and customers.
• Maintain runbooks and SOPs for common failure patterns.
• Use AI-assisted tools to accelerate triage and escalation drafting.
• Provide 24/7 on-call support when required.

Skills

Incident management

Observability tools

Scripting

CI/CD

Customer communication

Tools

Grafana

Prometheus

Job description

LeapXpert: Innovating the Future of Business Communication

At LeapXpert, we’ve built the infrastructure that turns enterprise communication into intelligence enterprises can act on.

As the leader in Governed Communication Intelligence, our platform enables employees to connect with clients on the consumer messaging channels they actually use, governs and captures every conversation as enterprise data, and converts that data into deployable intelligence for teams, AI agents, and the business decisions that matter. Governance is the foundation. Intelligence is the value.

Our mission: enable enterprises to build a governed communication infrastructure that makes trust structural, intelligence compound, and every client relationship more productive.

We recently announced a $180M growth investment and are recognized as a Visionary in the Gartner® Magic Quadrant™ for Digital Communications Governance and Archiving for the second consecutive year. Hundreds of the world’s most demanding enterprises trust LeapXpert to power their most important client conversations every day.

This is just the beginning. We’re growing fast and looking for sharp, driven people to help us define and build the Governed Communication Intelligence category. At LeapXpert, you’ll work on high-impact projects, collaborate with ambitious teams across the globe, and help shape a platform that is rewriting how enterprises communicate, govern, and compete.

• Innovative Culture: Work at the cutting edge of business communication technology, with a product that’s changing the way Fortune 500 companies communicate.
• Impactful Work: Your contributions will directly impact how millions of professionals connect and collaborate worldwide.
• Global Team: Be part of a diverse, mission-driven team that values collaboration, innovation, and growth.
• Growth Opportunities: With our rapid expansion, there are plenty of opportunities for professional growth and development.
• Award-Winning Product: Join a company with a track record of success and recognition, including accolades like being named a Gartner Cool Vendor.

About the role

• Title: Service Stability Engineer
• Function: Advanced Support
• Reporting: Service Stability Lead
• Location: Pasig, Manila, Philippines

What you’ll own

• Triage, investigate, and resolve production incidents — diagnosing root cause via log analysis
• Monitor production systems and respond to alerts, incidents, and customer escalations
• Escalate unresolved issues to engineering with clear, well-documented root-cause analysis; track through to resolution and verify the fix in production
• Drive emergency hotfixes and scheduled changes through the approval and deployment process across multiple customer environments
• Own end-to-end resolution of recurring/systemic issues, proposing permanent fixes rather than repeated workarounds
• Communicate incident status and resolutions clearly and proactively to internal stakeholders and customers
• Maintain and improve internal runbooks/SOPs for common failure patterns
• Use AI-assisted tools (e.g., Claude, internal RAG-based knowledge search) to accelerate incident triage, root-cause investigation, and escalation drafting
• Provide 24/7 on-call support, responding to production incidents outside standard business hours

What you bring

• 3-5 years in a Production Support, or Application Support Engineer role (technical background)
• Experience with incident management and root-cause analysis methodology
• Using observability tools (Grafana, Prometheus, or similar) to diagnose issues
• Basic scripting and programming ability (Python, Java, Bash, or similar) to build or extend automation and AI-assisted tooling
• Familiarity with Jira/Confluence-based escalation workflows and Agile ways of working
• Ability to manage multiple concurrent, competing-priority incidents under time pressure
• Experience with CI/CD and change-management processes (approval-gated deployments)
• Good English communication skills, including customer-facing incident communication
• Willingness to provide 24/7 stand-by support
• Exposure to enterprise messaging/compliance platforms or regulated-industry (finance) support environments is a plus

Our Values

• Curiosity: We’re curious and future-focused.
• One Team: We’re one team, in many colors.
• Customer-Driven: We’re obsessed with the customer.
• Integrity: We don’t compromise on the integrity.

What you’ll get

• An awesome job with an attractive remuneration package
• Comfortable environment and settings
• Friendly colleagues who support each other to win as a team
• A flat, product-focused organization and Agile team to let you add your value and ideas to the product and company
• Opportunities to learn and be trained in applied new technologies and methodologies
• Facing new and innovative challenges to deliver commercial-grade, world-class product
• Career growth in multiple directions, based on your preferences and abilities

LeapXpert values diversity and inclusion as critical components of our culture and success. We believe a diverse team with various backgrounds, experiences, and perspectives fosters creativity, innovation, and mutual respect. We are committed to creating a welcoming and supportive environment where everyone can thrive regardless of ethnicity, gender identity, sexual orientation, age, religion, or ability. We actively seek to recruit and retain talent from diverse communities.