Product Support Engineer

Please Note - while this IS a remote job, the team does meet in office on occasion and we are looking for candidates who live within a 90 minute drive of the Kansas City metro area.

We re seeking a senior Production Support Engineer to help ensure the stability and performance of 60+ critical enterprise applications. In this role, you ll collaborate with development, infrastructure, and business stakeholders to proactively identify risks, resolve complex issues, and provide technical leadership across teams. You ll troubleshoot high-priority incidents, monitor system health, investigate alerts, and support deployments in a fast-moving, highly collaborative environment.

Responsibilities

• Serve as Incident Management Lead for high-priority application and data issues and oversee / document processes for escalating tickets between departments to ensure consistency and quality.
• Lead production support initiatives, providing oversight, communication, and a project plan.
• Administer application and infrastructure monitor tools including monitoring, updating, and creating dashboards and alerts.
• Administer escalation tools including monitoring, updating, and creating team policies.
• Research problems and application errors reported by customer service and/or support staff and provide technical support, monitoring, and reporting for infrastructure, applications, and services.
• Validate application functionality after application deployments or infrastructure maintenance.
• Determine and take appropriate action, with development teams and/or business partners, to correct and eliminate errors.
• Process test transactions in a non-production environment to support client implementations.
• Develop, implement, and maintain automated tests for applications.
• Ensure tickets are worked and completed within defined service-level agreements.
• Create and ensure knowledge article accuracy.
• Share expertise with other individuals within the organization and, when appropriate, outside the organization as needed for training and documentation of processes and systems requirements.
• Participate in after-hours initiatives.

Qualifications

Seeking eight or more years of progressive experience with demonstrated success performing root cause analysis (RCA), advanced troubleshooting, and end-to-end issue remediation in complex application environments. We are looking for an individual who can develop an advanced understanding of business rules and systems requirements for advanced workflows, dependencies, and user interactions across dozens of enterprise applications.

Required

This job demands a broad technical understanding of cloud-based enterprise architecture including hands-on experience with the following:

• Application performance monitoring (Dynatrace Synthetic, New Relic)
• Ticketing & Reporting: Jira, Confluence, TargetProcess, ServiceNow, Tableau, JReport, etc.
• Hands-on SQL development experience with ability to write / refine complex queries, analyze datasets, and leverage database insights to diagnose and resolve production issues.
• Amazon Web Services ecosystem (EC2, Lambda, Kubernetes) with Unix/Linux O/S.
• Stored procedures and API troubleshooting in Postman.
• Microsoft Office products (SharePoint, Outlook, Word, Excel, PowerPoint)

Beyond technical capabilities we are looking for quality-minded team members who

• Regularly demonstrate initiative by identifying and preventing issues.
• Strong analytical and problem-solving skills.
• Advanced negotiating and conflict resolution skills.
• Advanced interpersonal and customer service skills.