Production Support DevOps Engineer

Product & Issue Awareness

• Stay current on product developments, known issues, user feedback, and all Facctum products and supported integrations.
• Proactively identify and address outages or critical issues, ensuring timely escalation and communication with engineers and managers.

Debugging & Troubleshooting

• Analyze, debug, and resolve production issues by investigating application logs, API interactions, and system performance metrics.
• Test and validate APIs using tools such as Postman or Swagger, ensuring endpoints are functioning as expected.
• Support root cause analysis and implement preventive measures to reduce recurrence.

On-Call & Shift Coverage

• Work in a rotating 24/7 shift schedule, including weekends and public holidays, to ensure seamless production operations.
• Provide on-call support as needed to address critical production incidents with speed and precision.

Collaboration & Communication

• Work closely with product development, engineering, and cross-functional teams to resolve issues efficiently.
• Draft professional communications to customers and internal stakeholders — providing clear updates, resolutions, and insights.

Ticket & SLA Management

• Handle support requests via ticketing tools (e.g., Zendesk), ensuring timely resolution within agreed SLAs with accurate issue documentation.
• Manage the support queue daily to maintain high customer satisfaction and SLA compliance.

Documentation & Knowledge Sharing

• Maintain thorough documentation for tasks, known issues, workarounds, and team activities.
  • Develop your technical skills through hands-on experience and actively contribute to the internal knowledge base.