Production Support Engineer

Reqroute, Inc; Hartford (CT); On-site; USD 90,000 - 130,000; Full time

Job summary

Reqroute, Inc is seeking an experienced L2/L3 Production Support Engineer to lead incidents for microservices-based applications in Hartford, CT. You will own triage, RCA, and cross-team coordination to resolve critical issues efficiently.

The role emphasizes automation, monitoring, and adherence to SLAs/OLAs, with on-call rotations and collaboration across Dev, Ops, and infra teams to improve reliability.

Qualifications

• Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
• Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix).
• Experience with containerization and orchestration: Docker, Kubernetes/OpenShift.
• Programming in Java/Spring Boot and REST APIs.
• Experience with monitoring/observability tools and automation for support workflows.

Responsibilities

• Lead L2/L3 production support for microservices applications, ensuring SLAs/OLAs are met.
• Act as primary technical escalation point for critical incidents; drive triage, diagnosis, and resolution.
• Perform root cause analysis for major incidents and drive permanent fixes/preventive actions.
• Monitor application health and performance using Splunk, Grafana, AppDynamics, Prometheus.
• Manage deployments, configuration, and troubleshooting of microservices on Kubernetes/OpenShift.
• Coordinate with development, DevOps, infrastructure, and database teams for issue resolution and change management.
• Review incident, problem, and change tickets in ServiceNow/JIRA and ITIL workflows.
• Guide and mentor a team of support engineers; assign tasks and ensure quality of resolutions.
• Drive automation initiatives using Python/PowerShell and AI tools to reduce manual effort.
• Ensure documentation of knowledge base articles, runbooks, and support playbooks is current.
• Participate in on-call rotation and manage major incident bridge calls when required.
• Provide regular status reports, dashboards, and metrics to stakeholders (MTTR, ticket volume).
• Support release management activities including deployment validation, smoke testing, and rollback planning.

Skills

Microservices architecture

ITIL processes

Leadership & mentoring

SLA/OLA management

On-call rotation experience

Tools

Docker

Kubernetes/OpenShift

Java/Spring Boot

REST APIs

Splunk

Grafana

AppDynamics

Prometheus

Kafka

GitHub Copilot / Claude / GPT / OpenAI

Python / PowerShell

Job description

Client address: 151 Farmington Ave Hartford, CT 06156

Mandatory skills

• Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
• Working knowledge of HealthCare, Clinical & Care Management - Preferred
• Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix)

Key Responsibilities

• Lead L2/L3 production support for microservices applications, ensuring adherence to SLAs/OLAs.
• Act as primary technical escalation point for critical incidents; drive triage, diagnosis, and resolution.
• Perform root cause analysis (RCA) for major incidents and drive permanent fixes/preventive actions.
• Monitor application health, logs, and performance metrics using Splunk, Grafana, AppDynamics, Prometheus.
• Manage deployment, configuration, and troubleshooting of microservices on Kubernetes/ OpenShift/ container platforms.
• Coordinate with development, DevOps, infrastructure, and database teams for issue resolution and change management.
• Review and approve incident, problem, and change tickets (ITIL process) in tools like ServiceNow/JIRA.
• Guide and mentor a team of support engineers; assign tasks, review work, and ensure quality of resolutions.
• Drive automation initiatives using Python/PowerShell scripting and AI tools (Copilot/Claude/GPT) to reduce manual effort — self-healing scripts, alert automation, runbook automation, code review assistance.
• Ensure documentation of knowledge base articles, runbooks, and support playbooks is current.
• Participate in on-call rotation and manage major incident bridge calls when required.
• Provide regular status reports, dashboards, and metrics to stakeholders (MTTR, ticket volume, aging, trends).
• Support release management activities including deployment validation, smoke testing, and rollback planning.

Required Technical Skills

• Strong hands-on experience with microservices architecture (Spring Boot, REST APIs, API Gateway).
• Working knowledge of HealthCare, Clinical & Care Management - Preferred
• Familiarity with ITIL processes (Incident, Problem, Change Management, Production Checkout Support, BreakFix / Hot Fix).
• Experience with containerization & orchestration: Docker, Kubernetes/OpenShift.
• Programming Language: Java, Spring Boot Microservices, REST APIs.
• AI Tools / LLMs: GitHub Copilot, Microsoft Copilot, Claude, GPT, Gemini, OpenAI — for code assistance, automation, and productivity gains in support workflows.
• Monitoring/Observability Tools: Splunk, Grafana, AppDynamics, Prometheus.
• Middleware/Messaging: Kafka.
• Scripting: Python, PowerShell, or similar for automation.

Soft Skills

• Strong analytical and problem-solving skills under time pressure.
• Excellent verbal and written communication for stakeholder and client interaction.
• Leadership and mentoring capability.
• Ability to work in rotational shifts/on-call support model.