Production Support Engineer (España)

Responsibilities

• Act as the primary technical point of contact when CX escalates customer‑impacting issues, translating business impact into clear technical problem statements.
• Triage incoming incidents, assess severity and urgency, and communicate status updates across stakeholders in a clear and timely manner.
• Manage the incident lifecycle from initial report through resolution, communicating status updates clearly to relevant stakeholders (CX, Product, Engineering).
• Develop and maintain comprehensive runbooks and knowledge base articles for common issues and standard operational procedures.
• Troubleshoot and debug complex production issues utilizing logging platforms (e.g., Splunk, ELK stack), monitoring tools (e.g., Datadog, Prometheus, Grafana), and database query tools (SQL, NoSQL) to diagnose the root cause of problems.
• Perform code‑level analysis when necessary to pinpoint defects or architectural weaknesses contri...