Production Support Engineer

Role: SRE/ Production Support Analyst
Location: Remote Colombia
Duration: 12+ Months

Position Summary

We are seeking aProduction Support Analyst with 3-5 years of experience supporting business-critical applications in a production environment. The ideal candidate will be responsible for monitoring, troubleshooting, and resolving production issues while ensuring application stability and availability. This role requires strong problem-solving skills, hands-on AWS exposure, SQL expertise, and the ability to collaborate with multiple cross-functional teams.

The candidate will work closely with the Reliability Services team supporting applications used by restaurant and franchise users across the business.

Required Skills & Experience

Experience

• 3-5 years of experience in Production Support, Application Support, or Application Operations.
• Experience supporting business-critical production applications.
• Strong troubleshooting, debugging, and incident management experience.

AWS (Required)

Hands-on experience working with:

• AWS Lambda
• Amazon CloudWatch
• Amazon RDS
• Amazon DynamoDB

SQL (Required)

• Strong SQL querying skills.
• Data validation and analysis.
• Database investigation and troubleshooting.
• Experience performing basic data fixes and data corrections.

Support Tools

• ServiceNow
• Jira

Technical Skills

• Ability to analyze logs and troubleshoot issues independently.
• Experience working with application support processes.
• Understanding of production incident lifecycle and escalation management

Preferred Qualifications

• Experience with Python, JavaScript, C#, or other programming languages.
• Basic scripting and automation knowledge.
• Ability to read and understand existing application code and scripts.
• Experience working in Retail, E-commerce, Food Services, or similar industries.
• Exposure to Site Reliability Engineering (SRE) or Cloud Operations environments.