Production Support & Runbook Analyst

anza-mortgage-insurance-company; Wilmington (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Anza seeks a technically curious, methodical support engineer to join the front line of our mortgage-insurance platform support. You will take reports from lenders and internal users, investigate production issues using logs, dashboards, and data, and provide clear, actionable responses with next steps.

As you learn the platform, you will expand the set of issues you can close independently and start drafting runbooks to help others.

Qualifications

• Bachelor's degree in a relevant field.
• Experience in technical support, QA, systems analysis, or similar roles in a technical environment.
• Basic SQL with JOIN and date filter; willingness to learn more.
• Clear written English; ability to explain technical problems to non-technical audiences.
• Comfort reading logs and error messages; distinguish signal from noise.
• Understanding of how web apps and APIs fit together; knowledge of status codes.
• Browser developer tools basics: network tab and console.
• Methodical, evidence-led approach; can admit when more data is needed.
• Care with production data in regulated environments; read access to real data.
• Exposure to observability/log platforms; AWS services awareness.
• Exposure to Java/stack traces; reading code paths.
• Exposure to JavaScript/TypeScript or React; reading a component.
• AWS familiarity with CloudWatch, RDS, S3, SQS, Lambda.

Responsibilities

• Take first response on production issues from customers and internal users, and own each ticket through closure.
• Triage by impact and urgency; route or escalate with findings attached.
• Reproduce issues where possible; check logs/dashboards and use runbooks to determine root cause.
• Search Datadog logs and dashboards; trace requests; distinguish frontend vs backend issues.
• Run SQL queries against production read access to verify system state and stuck orders.

Skills

SQL basics

Log analysis

Web/API understanding

Browser dev tools

Clear communication

Methodical evidence-led

Curiosity

Data privacy awareness

AWS familiarity

Reading stack traces

Education

Bachelor's Degree

Tools

Datadog

Splunk

ELK/OpenSearch

Grafana

New Relic

CloudWatch

Jira

Jira Service Management

Zendesk

Freshdesk

PagerDuty

Job description

Anza seeks a technically curious, methodical support engineer to join the front line of our mortgage-insurance platform support. You will take reports from lenders and internal users, investigate production issues using logs, dashboards, and data, and provide clear, actionable responses with next steps.

As you learn the platform, you will expand the set of issues you can close independently and start drafting runbooks to help others.