Production Support Engineer (L2/ L3)

About Link:

Website - https://linktoany.com/

LinkedIn - https://www.linkedin.com/company/linktoany/

LINK! is building the largest, most open, and affordable Integration Platform as a Service (iPaaS) for the Retail, Food, and Hospitality Cloud ecosystem to enable millions of businesses to achieve automated operational data flows and instantly connect any number of apps. Our goal is to automate the operations for 1 Million+ businesses by 2025 which requires a few more exceptional people!

About the job role:

We are seeking a dedicated Senior Production Support Engineer to join our dynamic team. The ideal candidate should have a solid grounding in JavaScript and Node.js, coupled with experience or knowledge in querying databases, especially MongoDB and MySQL. Your primary role will be to offer world-class support, ensuring the smooth running of our applications, identifying, diagnosing, and resolving issues in real-time.

Role Responsibilities:

• Troubleshoot application and system issues to determine root causes and provide timely solutions.
• Regularly review and analyze system log files, application outputs, and error messages to resolve issues.
• Understand and query databases (MongoDB and MySQL) to gather data, identify discrepancies, and aid in debugging.
• Collaborate closely with the development and QA teams to identify and resolve defects.
• Provide guidance and support for API-related issues, including debugging and documentation.
• Create and maintain technical documentation detailing known issues, resolutions, and operational guidelines.
• Efficiently communicate and report bugs and improvements using structured formats like JSON, as well as through log files, application screenshots, and detailed descriptions.
• Actively monitor application performance, and escalate critical issues as necessary.
• Provide regular feedback to developers on potential improvements from a support and user perspective.

Requirements:

• Bachelor's Degree in Computer Science or a related field
• 6+ years of prior experience in a similar production or application support engineer role.
• Should be comfortable/ able to work according to USA (EST & PST) timings.
• Fundamental understanding of JavaScript and NodeJS.
• Hands-on experience to analyse, debugging and reporting issues based on data available (JSON, log files, application screenshots etc.)
• Good experience or knowledge in querying databases, with particular emphasis on Elasticsearch, MongoDB, MySQL, Postman and other relevant tools.
• Familiarity with APIs, including their usage, troubleshooting, and basic development.
• Familiarity with understanding cloud, desktop and mobile applications from available documentation.
• Knowledge of incident management workflow.
• Hands-on experience in reporting, tracking and ticketing tools (Excel, google docs, Jira, Slack etc.)
• Should be good in communication (able to handle direct interactions, mostly written and occasionally verbal) with US and European customers.

Perks & Benefits

• Healthcare Insurance
• Variable Performance bonus
• Flexible work schedule
• Company-sponsored meals, snacks & beverages at the office location
• Employment development plan
• Sponsored wellness programme

Besides an attractive base + variable compensation, you will be eligible for stock options of our US entity.