Production Support Manager – Contract

ePayPolicy

Production Support Manager ensuring system stability and availability for ePayPolicy's SaaS platform. Leading incident resolution and collaborating with teams to improve reliability and responsiveness.

Posted 5/20/2026contractAustin • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureSDLCSQL

About the role

Key responsibilities & impact

Monitor and maintain the stability, availability, and performance of our SaaS-based platform.
As a player/coach, you will lead by example to improve the team’s response and resolution time to production incidents.
Show empathy and compassion toward customers, and a sense of ownership over the production environment.
Perform root cause analysis (RCA) for production issues and implement corrective measures to prevent their recurrence.
Collaborate with development, operations, and quality assurance teams to ensure smooth deployments and releases.
Create strategies and processes to constantly improve the platform’s reliability and availability.
Stay updated with industry best practices and emerging technologies related to fintech/insuretech and production support.
Foster a team that attracts, retains, and develops top talent.
Show genuine interest in developing team members through coaching and career/skills development. Conduct 1:1s regularly.
Develop and maintain technical documentation, including incident reports, standard operating procedures, and knowledge base articles.

Requirements

What you’ll need

5+ years of proven experience as a Production Support Engineer, Site Reliability Engineer, or a similar role within a SaaS-based environment.
Strong understanding of software development lifecycle (SDLC) and production support processes.
Solid knowledge of databases, APIs, and web technologies.
Ability to write complex SQL queries for forensic and business intelligence purposes.
Ability to investigate issues using debuggers, Application Insights, Log Analytics, and Azure Sentinel. Extremely proficient with KQL.
Experience with incident management tools and monitoring systems.
Familiarity with Azure Platform as a Service offerings.
Scripting skills and experience with automation tools.

Benefits

Comp & perks

Competitive salary
Comprehensive benefits package with employer-paid basic life and disability premiums
401K
Flexible Paid Time Off Policy (FTO)
Company-sponsored quarterly “ePayItForward” initiatives
Supportive and inclusive company culture with a focus on work/life balance
Fully-stocked kitchen
Lunch stipend when working onsite
Open communication
Huge opportunity for growth

ATS Keywords

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Hard Skills & Tools

production supportsite reliability engineeringsoftware development lifecycleSQLdebuggingApplication InsightsLog AnalyticsAzure SentinelKQLautomation

Soft Skills

leadershipempathyownershipcollaborationcoachingteam developmentcommunicationproblem-solvingstrategic thinkingcustomer service