Production Support Engineer | Malvern or Dallas | Contract

Tech Mirrors; Dallas (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Tech Mirrors in Dallas is seeking a Production Support Engineer to provide 24/7 coverage for security applications. You will monitor performance, investigate alerts, and resolve incidents within SLA timelines, acting in L1.5/L2 support during major incidents.

You will perform RCA, implement fixes, and contribute to runbooks and documentation while ensuring compliance with security standards. Collaboration with cross-functional teams is essential.

Qualifications

• 6-8 years of relevant experience in production support.
• Experience with security applications and monitoring tools.
• Knowledge of IAM, SSO, and authentication systems.
• Ability to participate in major incident management calls.

Responsibilities

• Provide 24/7 production support for security applications.
• Monitor application performance and investigate alerts.
• Resolve incidents within SLA timelines.
• Participate in major incident calls as L1.5/L2 support.
• Perform RCA and implement fixes or workarounds.
• Maintain runbooks and knowledge base articles.
• Ensure compliance with security standards and audits.
• Collaborate with cross-functional teams to resolve issues.

Skills

L1/L2 support

Incident management

Root cause analysis

SLA compliance

Splunk

Grafana

Education

6-8 years experience

Tools

Splunk

Grafana

Job description

Production Support Engineer
Malvern or Dallas
Contract

• Provide 24/7 production support for security applications, ensuring system stability and uptime.
• Monitor application performance, investigate alerts, and resolve incidents within SLA timelines.
• Actively participate in major incident (MI) calls as L1.5/L2 support and drive issue resolution.
• Perform root cause analysis (RCA) and implement fixes or workarounds to prevent recurrence.
• Support security platforms including IAM, SSO, authentication, and monitoring tools (e.g., Splunk, Grafana, etc.).
• Utilize Claude (AI) knowledge to assist in troubleshooting, analysis, and support optimization.
• Maintain runbooks, knowledge base articles, and accurate incident documentation.
• Ensure compliance with security standards, policies, and audit requirements.
• Collaborate with cross-functional teams to resolve complex production issues

Skills: EIS : Product Support – Product Engineering
Experience Required: 6-8