Production Support / Software Engineer

Key Responsibilities • Production Support (L2/L3): • Serve as the primary L2/L3 escalation point for complex technical issues across application, database, and infrastructure layers. • Diagnose root causes using logs, monitoring tools, and system diagnostics to minimize business impact. • Collaborate with engineering, DBA, and infrastructure teams on escalated incidents. • Document resolutions, conduct root cause analyses, and update knowledge bases/runbooks. • Participate in an on-call rotation for critical after-hours production issues. • Proactively monitor system health, performance metrics, and alerts. • Client Onboarding & Configuration: • Lead technical setup and configuration for new client onboarding based on specific requirements. • Partner with Business Ops, Implementation, and Client Services to translate business needs into technical configurations. • Perform data validation, testing, and quality checks prior to go-live. • Troubleshoot configuration issues and provide post-go-live support for newly onboarded clients. • Cross-Functional Collaboration: • Communicate incident status and resolution timelines to leadership and implementation teams. • Track and escalate defects or enhancement requests to development teams. • Contribute to process improvements to increase support efficiency. Required Technical Skills & Qualifications • Core Tech Stack: Strong experience with Java/Spring ecosystem (Spring or Spring Boot, REST controllers, dependency injection, and configuration). • API & Web: Familiarity with REST APIs, JSON, and HTTP fundamentals. • Database / ORM: Working knowledge of SQL/database queries for data investigation. Familiarity with DBC, JPA, or Hibernate. • Testing: Experience writing unit tests with JUnit and mocking with Mockito. • Infrastructure / DevOps: Familiarity with CI/CD pipelines, Docker, or cloud platforms. • System Architecture: Basic understanding of concurrency and multithreading, and the ability to troubleshoot cross-component issues. • Soft Skills: Strong analytical problem-solving skills; ability to work independently under pressure during high-severity incidents.