Production Support Engineer

CirrusLabs, LLC; Atlanta (GA); On-site; USD 90,000 - 130,000; Full time

Job summary

CirrusLabs, LLC is seeking a production incident response engineer to own incidents from detection to resolution. You will troubleshoot across applications, APIs, databases, and infrastructure, review logs, and perform root-cause analysis.

In this role you will collaborate with development, security, and operations teams, monitor environments, and contribute to preventing recurring incidents through documentation and proactive improvements.

Qualifications

• Experience investigating production incidents from initial investigation through resolution.
• Strong root-cause analysis skills across applications, APIs, and infrastructure.
• Familiarity with monitoring and log-analysis tools to identify errors and patterns.

Responsibilities

• Own production incidents from initial investigation through resolution and follow-up.
• Troubleshoot complex application and system issues across multiple technology layers.
• Review application and system logs to identify errors, patterns, and potential root causes.
• Perform root-cause analysis rather than simply resolving or routing tickets.
• Investigate application, API, integration, database, batch-processing, and infrastructure-related issues.
• Work across development, infrastructure, database, security, vendor, and business teams when necessary.
• Monitor production environments and proactively identify potential issues.
• Support incident, problem, and change-management processes.
• Document resolutions and identify opportunities to prevent recurring incidents.
• Communicate clearly with technical teams, business stakeholders, and leadership during production incidents.

Skills

Incident management

Root-cause analysis

Troubleshooting

Log analysis

Cross-functional collaboration

Documentation

Monitoring/Observability

Communication

REST APIs

Cloud (Azure/AWS)

CI/CD

ITSM tools

Tools

Splunk

Dynatrace

AppDynamics

Datadog

New Relic

ServiceNow

Batch scheduling

Azure

AWS

Job description

• Own production incidents from initial investigation through resolution and follow-up.
• Troubleshoot complex application and system issues across multiple technology layers.
• Review application and system logs to identify errors, patterns, and potential root causes.
• Perform root-cause analysis rather than simply resolving or routing tickets.
• Investigate application, API, integration, database, batch-processing, and infrastructure-related issues.
• Work across development, infrastructure, database, security, vendor, and business teams when necessary.
• Monitor production environments and proactively identify potential issues.
• Support incident, problem, and change-management processes.
• Document resolutions and identify opportunities to prevent recurring incidents.
• Communicate clearly with technical teams, business stakeholders, and leadership during production incidents.

Technical Profile

Candidates do not need every technology below, but we should prioritize people with strong experience across several of these areas:

• Linux/Unix and/or Windows production environments
• SQL and database troubleshooting
• Application and server logs
• REST APIs and system integrations
• Splunk, Dynatrace, AppDynamics, Datadog, New Relic, or similar monitoring/observability platforms
• ServiceNow or comparable ITSM tools
• Batch jobs and scheduling platforms
• Cloud environments such as Azure or AWS
• CI/CD and application deployment concepts
• Enterprise application architecture and upstream/downstream dependencies

Experience supporting applications within banking, financial services, payments, or another highly regulated enterprise environment is highly desirable.