Tier 2 Production Engineer

Switchfly is looking for a Tier 2 Production Engineer to help keep our applications and systems running smoothly, securely, and at scale. If you love digging into complex technical issues, collaborating with smart engineers, and being the person teams rely on when things get tough, we want to hear from you.

This is a fully remote position open to candidates based in the United States.

What You'll Do

• Provide top-notch technical support to internal team members, delivering high-quality service and timely issue resolution.
• Diagnose and troubleshoot complex technical issues across hardware, software, and network infrastructure.
• Collaborate with other members of our technical team to resolve escalated issues quickly and effectively.
• Review, remediate, and escalate tickets as needed to keep production environments healthy.
• Partner with our SRE, DevOps, and DBA teams to develop runbooks for recurring processes and known issues.
• Act as the communication aggregator during your shift, coordinating engineers and teams during Severity 1 and Severity 2 remediation calls.
• Contribute to the development and implementation of IT policies and procedures that improve our service.
• Stay current on emerging technologies and industry trends so we can deliver the best possible support to our clients.

What We're Looking For

• Proficient understanding of Linux and Windows operating systems, as well as network infrastructure.
• Excellent analytical and problem-solving skills, with a proven ability to troubleshoot complex technical issues.
• Hands-on experience working in cloud environments, particularly AWS.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical team members.
• Comfort working independently and as part of a team, with a proactive and positive attitude.

Qualifications

• Bachelor's degree in Computer Science or a related field, or equivalent work experience.
• At least 3 years of experience providing technical support, preferably at a Tier 2 level or higher.
• Previous experience in an MSP (Managed Service Provider) technical role.
• Hands-on experience with ticketing systems, especially JIRA.

Nice to Have

• Industry certifications in cloud platforms or Linux.

Company Perks & Benefits

At Switchfly, we believe in giving people the flexibility, support, and benefits they need to do their best work.

• Discretionary Time Off (DTO) – Take time off when you need it. We trust our employees to manage their time responsibly while meeting business needs.
• 15 Company-Paid Holidays – Including a company-wide break from Christmas Eve through New Year’s Day.
• Comprehensive Benefits Package – Switchfly offers a full suite of health benefits, with the company covering an average of 87% of employee premiums.
• 401(k) with Company Match – We support long-term financial wellness with a competitive retirement plan.

Switchfly Core Values to consider for this position:

EMPOWERED BY A COMMON FOCUS

Getting everyone on the same page is easier said than done but it happens when our priorities and objectives are aligned with our principles in a workplace that prioritizes impact. We value outcomes over output, focus on relationships, not just transactions, and take pride in our community.

ONE TEAM, TRUST AND RESPECT IN ACTION
At SWITCHFLY, we offer a professional home where collaboration, transparency, and respect are at the heart of everything we do. We empower everyone to contribute their voice and seek personal and professional growth in an inclusive environment. United in purpose, we work together, free of politics, to deliver groundbreaking innovation, have fun, and achieve our shared goals.

At Switchfly, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. At this time, we're unable to provide visa sponsorship for this role.