Job Description
This role is responsible for supporting and maintaining a production system used by enterprise clients. It involves a mix of technical troubleshooting, client communication, and system analysis across cloud-based services and application layers.
The role requires strong ownership and will be responsible for investigating and resolving issues end-to-end before escalation.
What you'll do:
- Incident Management & Technical Support
- Act as the first point of contact for technical issues affecting clients and end-users
- Investigate incidents end-to-end, including log analysis, metric inspection, and issue reproduction
- Troubleshoot issues across APIs, authentication flows, backend services, and frontend
applications - Work with AWS services (Lambda, API Gateway, CloudWatch, DynamoDB) to diagnose production issues
- Escalate issues with clear findings, supporting logs, and root cause hypotheses