Production Support Engineer

• Investigate and reproduce escalated production issues using logs, traces, session data and approved tools
• Troubleshoot issues involving voice, audio, browsers and connectivity, including hands-on work with clients or their IT teams when needed
• Determine whether issues are bugs, configuration problems, feature requests or user errors, and document findings for Technical Support
• Implement small, low-risk fixes through code review and the standard release process; direct production changes are not permitted
• Escalate complex issues to Engineering or Product with the cause, impact and suggested approach
• Maintain technical findings and ticket statuses in Jira
• Support incident response by gathering evidence, reproducing issues and testing potential fixes under the on-call engineer's direction
• Convert root-cause analyses into clear, client-ready technical summaries
• Join the on-call rotation after completing the first 60 days
• Build and maintain support tooling and integrations, initially routing Gleap helpdesk tickets into Jira using Technical Support rules
• Improve diagnostic tools for log access, session lookup, admin tools and saved queries
• Analyze ticket trends and recommend permanent product fixes using relevant data
• Write and maintain technical troubleshooting documentation for the knowledge base
• Collaborate with Technical Support, on-call engineers, Engineering and Product
• Help reduce routine escalations reaching product engineers and improve production support workflows

• 3–5 years of experience in production support engineering or product support engineering, with hands-on production debugging experience
• Comfortable reading logs and traces, querying MongoDB and SQL databases, and reproducing issues based on user reports
• Ability to write and ship small, safe fixes in TypeScript or Python, including opening clear pull requests and following standard code review and release processes
• Working knowledge of web and network fundamentals, including browsers, permissions, HTTP, authentication, firewalls and network whitelisting
• Experience with Jira and a helpdesk tool, including building integrations using APIs or webhooks
• Strong data-handling practices, including using approved tools, respecting access controls and keeping client data within authorised environments
• Clear written communication skills, with the ability to explain technical causes to non-engineers and prepare summaries suitable for clients
• Willingness to work directly with clients' IT and security teams when issues involve their environments
• Willingness to participate in the on-call rotation after the initial 60-day period
• Ability to meet the background-check requirements of banking clients
• Experience with real-time audio or video, WebRTC, speech-to-text or text-to-speech systems
• Familiarity with SSO and SAML, and LMS or SCORM integrations
• Experience supporting enterprise clients in banking, financial services or insurance
• Experience supporting an LLM or AI product in production
• Role is remote in APAC, with a preference for the Philippines, Vietnam, India or Singapore
• Ability to work APAC business hours

• Fully remote work arrangement
• Full-time employment
• APAC business hours with at least four hours of overlap with the India team
• Opportunity to join the existing on-call rotation after the first 60 days