Production Support Engineer

The Desktop/Prop Tech Production Support Specialist is one of the core investigators on the Production Support team, taking escalated Tier 3 tickets tied to our desktop and proprietary technology stack and driving them to root cause. This is a senior, hands-on role: you need broad knowledge of how our systems fit together, not just one microservice, since Tier 3 issues on this pillar are frequently cross-cutting. You'll be the most experienced troubleshooter on point for desktop/prop tech issues, comfortable reading logs, tracing distributed systems, and querying production databases (read-only) to reproduce and diagnose problems before handing a clear fix path to engineering.

Key Responsibilities

• Take ownership of Tier 3 tickets escalated from Tier 1/2 support related to desktop applications and proprietary technology.
• Perform root cause analysis across distributed systems, reading logs and tracing requests to isolate the source of an issue.
• Query production databases (read-only) to validate hypotheses and reproduce reported issues.
• Monitor production alerts for the Desktop/Prop Tech pillar and respond proactively before issues escalate.
• Determine workarounds for affected users while a permanent fix is developed.
• Develop clear requirements for post-diagnosis solutioning and hand off to the Bug Fix/Maintenance Engineer with a well-documented root cause.
• Log and help prioritize the Tier 3 backlog for this pillar in partnership with the Production Support Manager/Lead, Product, and Dev teams.
• Contribute to and maintain playbooks/workbooks covering common and recurring desktop/prop tech issues.
• Partner with QA/Release Validation on regression coverage for issues you've diagnosed.