Req ID: 393307
We are currently seeking a Production Support Engineer to join our team remotely in the US.
Roles & Responsibilities
-Provide Level 2 (L2) product and production support for the CLSS platform (Connected Life Safety Services), ensuring timely investigation, troubleshooting, and resolution of incidents and service requests.
-Configure, monitor, and troubleshoot network connectivity between Central Stations and the CLSS environment.
-Investigate and resolve Gateway/Pathway communication issues, connectivity failures, and connection-loss incidents.
-Perform production support activities, including data validation, issue analysis, and root cause investigation using SQL and other diagnostic tools.
-Support customer and user onboarding processes and manage day-to-day operational support activities.
-Analyze, troubleshoot, and coordinate resolution of billing-related issues across business and technical teams.
-Coordinate with customers, Central Stations, application development teams, network/infrastructure teams, business stakeholders, and other internal support groups to ensure effective issue resolution.
-Take end-to-end ownership of incidents, driving them through resolution while maintaining clear communication with all stakeholders.
-Participate in Root Cause Analysis (RCA) activities for critical and recurring production issues and contribute to preventive actions.
-Assess and isolate issues across application, database, network, configuration, Gateway/Pathway, Central Station, and customer environments.
-Maintain production stability and ensure service continuity in a 24x7 operational environment.
-Support critical production incidents and escalations outside standard business hours as required.
-Build deep CLSS product and domain expertise and evolve into a trusted Subject Matter Expert (SME) for the platform.
Required Skills (Must Have)
Technical Skills
10+ years of overall IT experience with significant experience in Product Support, Application Support, and Production Support environments.
10+ years working knowledge of: .NET / C# Microsoft Azure SQL Server APIs and Web Services
5+ years of hands-on experience in L2 Production Support, incident management, troubleshooting, and issue resolution.
5+ years of hands-on knowledge of Gateway/Pathway communication architecture and troubleshooting methodologies.
5+ years of SQL skills for data analysis, production troubleshooting, and validation activities.
Functional & Operational Skills
Strong incident management and problem-solving capabilities.
Ability to analyze application behavior and debug application code when necessary.
Ability to independently diagnose issues across application, database, network, infrastructure, and customer environments.
Experience conducting Root Cause Analysis (RCA) and implementing corrective actions.
Proven ability to manage multiple priorities in a high-pressure production support environment.
Soft Skills
Excellent verbal and written communication skills.
Strong stakeholder management skills with the ability to collaborate effectively with technical teams, business users, customers, and external partners.
Demonstrated ownership, accountability, and customer-focused mindset.
Ability to work independently with minimal supervision.
Strong teamwork and cross-functional collaboration skills.
Availability to provide primary support coverage during US West Coast business hours.
Flexibility to support a 24x7 production environment and participate in after-hours incident resolution and escalation support when required.
Preferred Skills (Nice to Have)
Prior experience supporting CLSS or similar mission-critical monitoring, alarm management, or connected-device platforms.
Experience working with Central Station ecosystems and industry-standard monitoring/communication protocols.
Knowledge of cloud-native application architectures and Azure operational support best practices.
Exposure to DevOps, monitoring, observability, and production support tools.
Experience managing customer onboarding and operational readiness initiatives.
Strong domain knowledge in connected services, IoT, security monitoring, or related industries.
Proven track record of serving as a Subject Matter Expert (SME) for a product or platform.
Experience mentoring junior support engineers and contributing to knowledge management initiatives.
Support Central Station onboarding activities, including setup, configuration, connectivity validation, and operational readiness.
NTT DATA provides a reasonable range of compensation for U.S.-based positions. The starting pay range for this role will depend on the location of the successful candidate.
For candidates in both Plano, TX and Nashville, TN, the starting pay range is $78,948- $137,063. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.
This position may also be eligible for incentive compensation based on individual and/or company performance.
This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use [redacted].com, [redacted].com and [redacted].nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
