Spacetalk

Production Engineer

• Lead investigation and resolution of complex production issues across mobile apps, web services, APIs, and AWS infrastructure.
• Serve as the primary technical escalation point for Customer Support, translating customer reports into technical diagnoses and solutions.
• Monitor and respond to alerts from monitoring systems, ensuring rapid identification and resolution of platform issues.
• Develop and maintain runbooks, troubleshooting guides, and escalation procedures for common and complex technical scenarios.
• Collaborate with product engineering teams to implement permanent fixes for recurring issues and shield them from day-to-day operational distractions.
• Maintain deep technical knowledge of AWS serverless architecture and perform root cause analysis using CloudWatch and X-Ray.
• Implement and optimise monitoring, alerting, and logging systems across AWS infrastructure.
• Support deployment and release activities through GitLab CI/CD pipelines and AWS services.
• Establish best practices and processes for technical support operations across multiple time zones and design framework to expand coverage to EU and US markets.
• Mentor and develop technical support capabilities within the Customer Support team and create documentation and training materials to enable scaling.
• Work closely with Customer Support, Product, Engineering, QA, Data Science, Regulatory, and Security teams for seamless issue resolution and compliance during incident response.

Lead Production Support Engineer