Senior Production Support Engineer - Incident & Release Lead

Accordion

Atlanta (GA)

Hybrid

USD 115,000 - 145,000

Full time

14 days+

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Job summary

Accordion is seeking a Senior Production Support Engineer in the Atlanta area to triage incidents, support live releases, and coordinate with Product and Engineering during critical issues. The role supports hybrid work with remote flexibility two days per week and requires strong cross-functional collaboration with engineers, QA, and business stakeholders.

Candidates will bring 5+ years in production or software operations, strong troubleshooting and log-reading skills, and a Bachelor’s degree

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 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.

Responsibilities

Incident Response & Triage: handle incident triage, issue reproduction, support diagnostics, and escalation management.
Pod & Release Support: act as a close day-to-day support partner to pods during live releases and production issue follow-up.
Problem Management: document incidents, coordinate handoffs to Engineering, and track issues to resolution; improve runbooks and patterns.
Business-Aware Support: translate technical issues into business impact statements and distinguish true defects from data issues or process gaps.