18 days ago
Boston, MA, USA +7 moreSenior / Mid Level
H1B Sponsor
Base Salary
$115k - $145k/yr
Responsibilities
- Handle incident triage, issue reproduction, and escalation management across production systems.
- Investigate application and integration issues to restore service and clarify root causes.
- Support high-priority incidents requiring coordination with engineering and product teams.
- Act as a support partner during live releases and production issue follow-ups.
- Document incidents and coordinate handoffs to Engineering for resolution.
- Improve runbooks and support evidence to enhance response speed.
- Translate technical issues into business impact statements for finance workflows.
- Escalate material issues quickly and clearly.
Requirements
- 5+ years of production support or application support experience.
- Experience with modern application environments, APIs, and integrations.
- Strong troubleshooting skills and ability to read logs and trace workflows.
- Ability to work closely with engineers and translate technical findings into business language.
- Comfort handling high-pressure incidents in a disciplined manner.
- Bachelor's degree preferred.
Benefits
- Hybrid work model with flexibility to work remotely 2 days per week.