Remote Production Support Lead for Scalable Reliability

Korio RTSM; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) plan

Stock options

Medical coverage

Dental coverage

Vision coverage

Flexible PTO

Job summary

Korio RTSM is seeking a hands-on production-support lead to build the processes, tools, and team practices needed to handle customer issues reliably at scale. You will investigate time-sensitive problems, coordinate technical escalations, and work across teams to improve service quality and customer experience.

You will develop and enforce incident management and change-management practices, mentor the team, and drive continuous improvement in reliability and performance across production

Qualifications

• Experience supporting customer-facing production systems with timely, scalable resolution.
• Hands-on experience with a modern programming language and a database; JS/TS and MongoDB preferred.
• Knowledge of incident management, change management, production triage, and operational practices.

Responsibilities

• Develop and improve support processes, tools, team structure, automation, and self-service capabilities.
• Triage, prioritize, communicate, investigate, and resolve engineering support requests, including code-level issues and controlled database updates.
• Lead complex production escalations and ensure clear updates, timely resolution, and follow-through.
• Coordinate with product, engineering, operations, and customer-facing teams to meet service commitments.
• Identify recurring issues and shape improvements to support workflows, reliability, and service performance.
• Coach team members and model ownership, collaboration, and continuous improvement.

Skills

JavaScript

TypeScript

Tools

MongoDB

Job description

Korio RTSM is seeking a hands-on production-support lead to build the processes, tools, and team practices needed to handle customer issues reliably at scale. You will investigate time-sensitive problems, coordinate technical escalations, and work across teams to improve service quality and customer experience.

You will develop and enforce incident management and change-management practices, mentor the team, and drive continuous improvement in reliability and performance across production