Senior Production Support Engineer

Accordion; United States; Hybrid; USD 115,000 - 145,000; Full time

Benefits offered by this job

Bonus

Benefits

Job summary

Accordion, a leading private equity-backed financial services partner, seeks a Senior Production Support Engineer in the United States. You will triage incidents, reproduce issues, support releases, and coordinate with Product and Engineering during live events.

This hybrid role allows remote work two days per week, with offices in the US. You will translate technical issues into business impact, mentor teammates, and help ensure reliable, scalable production systems.

Qualifications

• 5+ years of production support, application support, systems support, or software operations experience.
• Experience with modern application environments, APIs, integrations, and workflow-driven platforms.
• Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues.
• Ability to translate technical findings into business-relevant language for stakeholders.
• Bachelor's degree preferred.

Responsibilities

• Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems.
• Investigate application, integration, configuration, and environment issues to restore service and find root cause.
• Support high-priority incidents with engineering, product, or business stakeholders.
• Act as a day-to-day support partner to pods during live releases and production follow-up.
• Document incidents, coordinate handoffs to Engineering, and improve runbooks and patterns.

Skills

Production support

Troubleshooting

Cross-functional collaboration

Business communication

Education

Bachelor's degree

Job description

Please note: This position is not eligible for immigration sponsorship.

Company Overview

We are the better way to work in finance. As private equity’s value creation partner, we sit at the heart of PE—where sponsors and CFOs meet. Through financial consulting rooted in data, technology, and AI, we help clients drive value—supporting the office of the CFO to drive end-to-end value creation.

If you crave challenging work and are looking to grow, come solve complex issues alongside 1,600+ finance & technology experts in a supportive, collaborative environment.

Backed by premier private equity firms and headquartered in New York with 11 offices around the globe, we are a high-growth, entrepreneurial firm looking for people who want to be part of building something great. Come make your mark.

The Senior Production Support Engineer handles incident triage, issue reproduction, environment support, release support, integration failures, defect coordination, and pod escalation support. This impactful role will serve as a key onshore partner to Product and Engineering during live incidents, high-priority releases, and ambiguous production issues.

This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).

This position is not eligible for immigration sponsorship.

What You'll Do:

• Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems and workflows
• Investigate application, integration, configuration, and environment issues with a focus on restoring service and clarifying root cause
• Support high-priority incidents that require close coordination with engineering, product, or business stakeholders

Pod & Release Support

• Act as a close day-to-day support partner to pods during live releases, stabilization periods, and production issue follow-up
• Support release-watch activities and confirm production-readiness checks are executed consistently
• Help identify support risks before they become material incidents
• Document incidents clearly, coordinate handoffs to Engineering, and help ensure issues are tracked through resolution
• Improve runbooks, issue patterns, and support evidence to increase repeatability and speed of response
• Partner with QA and Engineering to reduce escaped defects and recurring support pain points

Business-Aware Support

• Translate technical issues into clear business impact statements for finance-sensitive workflows
• Help distinguish true defects from data issues, process exceptions, or user enablement gaps
• Escalate material issues quickly and clearly

You Have:

• 5+ years of production support, application support, systems support, or software operations experience
• Experience with modern application environments, APIs, integrations, and workflow-driven platforms
• Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues
• Ability to work closely with engineers, product managers, QA, and business stakeholders, translating technical findings into business-relevant language
• Comfort handling ambiguous, escalation-heavy, and high-pressure incidents in a disciplined way – you are a dependable partner who is methodical, calm, and accountable
• Bachelor's degree preferred

You Are:

• Excited to be part of a growing team, with a focus on driving future growth
• Passionate about delivering exceptional client service
• Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
• Willing to get your hands dirty in the details of a project while simultaneously seeing the whole picture
• Comfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)
• A self-starter with a strong work ethic
• Full of entrepreneurial spirit and comfortable in a fluid, flat organization
• Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
• A team player, able to work with team members across all levels
• Someone who enjoys mentoring others and doing meaningful work
• A leader of others; you lead by example

The annual salary for this role ranges from: $115,000 to $145,000 + benefits + bonus.

Actual compensation packages are determined by evaluating a wide array of factors unique to each candidate, including but not limited to geographic location, skill set, years and depth of experience, education, certifications, cost of labor and internal equity.

Accordion is an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.