Production Support Engineer

• Serve as the primary technical expert for key enterprise customers in the APAC region
• Lead resolution of critical and complex customer issues
• Proactively engage with enterprise customers to provide hands-on troubleshooting and resolution for critical technical issues
• Lead root cause investigations into recurring technical issues with Support, Product, and Engineering teams
• Champion resolution of underlying technical problems
• Audit and improve escalation workflows through code, tooling, and training to minimize L3 escalations
• Create and manage internal knowledge bases, runbooks, and troubleshooting guides
• Contribute to public documentation as needed

• 4+ years of experience in technical escalation or support engineering
• Troubleshooting complex distributed systems and APIs
• Proficiency with SQL, Kubernetes, and Grafana
• Process improvements and SLA performance
• Superior communication skills on complex technical findings for internal and external audiences
• Ability to build strong relationships with technical teams at enterprise-level partners
• Understanding of FinTech concepts, API-driven financial platforms, and ITIL concepts
• Ability to work in an APAC shift region, starting at 5:00 PM EST
• Must be eligible to work without sponsorship for this role

• Competitive Salary & Stock Options
• Health Benefits
• New Hire Home-Office Setup: One-time USD $500
• Monthly Stipend: USD $150 per month via a Brex Card