About the RoleAs Production Support Engineer, you will be part of a multi-tiered support team whose primary responsibilities include minimizing downtime and optimizing production uptime. You will be the bridge between code and customer. This is an in-person role in our Chicago office.
What You'll DoThe Production Support Engineer will
- Act as the primary incident commander for high-severity outages, orchestrating the technical response and maintaining clear lines of communication with stakeholders.
- Lead blameless post-mortem sessions to dissect failures. Be responsible for translating technical items into documented systemic improvements.
- Perform in-depth troubleshooting and analysis to resolve bugs, identify workflow enhancements and other functional errors.
- Own and evolve the observability strategy. Move us from reactive alerts to predictive insights.
- Dive into Ruby code, review GitHub PRs, manage feature flags, and run production jobs to keep things moving.
- Lead problem management. Identify systemic trends and partner with Product teams to prioritize permanent fixes over temporary band-aids.
- Drive continuous improvement by identifying and implementing enhancements to support tools, workflows, and documentation.
- Drive critical escalations in technically challenging situations in collaboration with engineering, product, and other IT teams.
What We Look For- Familiarity with AWS (ECS, Lambda, CloudWatch) and SQL.
- Hands-on experience with Observability/APM tools.
- Some development exposure. You're comfortable reading and debugging Ruby or JavaScript and navigating basic GitHub workflows.
- Experience supporting incident response. You can help keep a bridge organized and contribute to driving issues toward resolution.
- Organized and detail-oriented, with a reliable work ethic and a willingness to take initiative.
- Comfortable working through ambiguity, keeping track of your own tasks, and staying level-headed during high-pressure situations.
The base annual salary range is listed below. This role is eligible for additional incentives, including an annual bonus.
Base Salary Range
$100,000-$125,000 USD
Why Join Us?While you make a difference for others, we'll work to make a difference for you, providing an uplifting, collaborative work environment and benefits that reflect your value to us. For eligible full-time employees, we offer:
- Considerable employer contributions for health, dental, and vision programs
- Generous PTO, paid holidays, and paid parental leave
- 401(k) matching program
- Merit advancement opportunities
- Career development & training
And finally, our team spirit and culture! We cultivate an environment of community, connection, and belonging across our entire organization.
