Production Support Engineer (SaaS Platform)

Grasshopper Labs; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Grasshopper Labs is seeking a hands-on Production Support Engineer to join our SaaS operations team. You will monitor, maintain, and support production environments including web servers, databases, and mobile apps to maximize reliability and performance.

You will collaborate with development, DevOps, and customer success teams to proactively identify issues, maintain client configurations, and ensure smooth day-to-day operations of our SaaS platform.

Qualifications

• 3+ years of experience in Production Support, Site Reliability, or DevOps within a SaaS environment.
• Proficient with Linux environments, Kubernetes, and Docker.
• Familiar with Node.js apps, React frontends, and Flutter mobile apps.
• Experience monitoring and supporting databases (MongoDB, PostgreSQL).
• Hands-on experience with logging/monitoring tools (ELK, Grafana, Datadog, Prometheus).
• Strong troubleshooting, calm incident handling, and clear communication.

Responsibilities

• Monitor and maintain production systems across web, backend, and mobile platforms.
• Oversee and troubleshoot apps in Kubernetes clusters.
• Track database health and performance metrics; address anomalies.
• Configure and manage client environments via internal back-office tools.
• Collaborate with Node.js and React teams to investigate production issues and deploy fixes.
• Support cross-platform mobile apps built in Flutter for uptime.

Skills

Troubleshooting

Incident handling

Communication

Attention to detail

Tools

Kubernetes

Docker

Node.js

React

Flutter

MongoDB

PostgreSQL

ELK

Grafana

Datadog

Prometheus

AWS

GCP

Azure

CI/CD

Job description

Location: United States (Remote/Hybrid)
Employment Type: Full-Time

About the Role

We are seeking a hands-on Production Support Engineer to join our growing SaaS operations team. In this role, you will be responsible for monitoring, maintaining, and supporting our production environments — including web servers, databases, and mobile applications — to ensure maximum system reliability and performance.

You will work closely with our development, DevOps, and customer success teams to proactively identify and resolve production issues, maintain client configurations, and ensure smooth day-to-day operations of our SaaS platform.

Key Responsibilities

Monitor and maintain production systems across web, backend, and mobile platforms.

Oversee and troubleshoot applications running in Kubernetes clusters.

Track database health and performance metrics; identify and elevate anomalies or degradation.

Use internal back-office tools to configure, control, and manage client environments and application settings.

Collaborate with development teams (Node.js backend and React frontend) to investigate production issues and deploy fixes.

Support cross-platform mobile apps built in Flutter, ensuring stable performance and uptime.

Implement and refine alerting systems, dashboards, and monitoring pipelines (Grafana, Prometheus, or equivalent).

Participate in on-call rotation to respond to incidents and outages.

Qualifications

• 3+ years of experience in Production Support, Site Reliability, or DevOps roles within a SaaS environment.
• Strong understanding of Linux environments, Kubernetes, and Docker.
• Familiarity with Node.js applications, React frontends, and Flutter mobile frameworks.
• Experience monitoring and supporting databases (MongoDB, PostgreSQL, or similar).
• Hands‑on experience with logging and monitoring tools (e.g., ELK, Grafana, Datadog, Prometheus).
• Excellent troubleshooting skills and the ability to handle incidents calmly and efficiently.
• Strong communication skills and attention to detail.

Preferred Skills

• Familiarity with CI/CD pipelines and Git-based deployments.
• Experience with cloud providers (AWS, GCP, or Azure).
• Exposure to multi‑tenant SaaS architectures and API-based integrations.
• Basic scripting in Python, Bash, or JavaScript for automation tasks.

Why Join Us

You’ll play a crucial role in maintaining the reliability and performance of a dynamic SaaS ecosystem - spanning web, backend, and mobile applications - that serves enterprise clients across industries. This is a hands‑on technical role with visibility across the organization and the opportunity to grow into a leadership position as the company scales.