Back End/Production & App Support Engineer

What you will be doing?Investigate and triage production incidents across a distributed microservices platform, following stack traces, reading logs, and identifying what the system did versus what it should have done.Own the incident from detection to resolution or escalation, not just flag it and hand it over.Write clear, structured incident notes and escalation messages that the owning squad can act on immediately.Coordinate with stakeholders during live incidents with concise, accurate updates.Work closely with engineering squads to develop and ship hotfixes when resolution requires a code change.Contribute to internal tooling, operational scripts, and small improvements that make investigation and remediation faster over time.Work from established runbooks and SOPs, and flag when those runbooks are incomplete, wrong, or missing.Spot recurring failure patterns and raise them as systemic problems, not individual tickets.Contribute to postmortems and keep operational documentation current.Who you are??2 to 3 years of backend engineering experience.Comfortable reading and reasoning about TypeScript and Node.js code you did not write, not necessarily writing features, but understanding what the code is doing.Solid understanding of REST APIs & AWS services: request and response lifecycle, headers, auth flows, and status codes.Used Git enough to trace when a change was introduced and what it touched.Investigated issues using CloudWatch or similar log tooling and know how to narrow a problem from a large set of logs.Write clearly. Incident notes, Slack updates, and escalation messages should all be readable and actionable.Methodical by nature: you narrow the problem space before you touch anything.Know when to escalate and do it at the right moment.Bonus SkillsFamiliarity with event-driven architectures or async message-based systems.Exposure to workflow orchestration tools such as Temporal or similar.Experience with gRPC or protobuf-based communication.Any background in finance, payments systemsOur Production Support PhilosophyProduction incidents follow a defined triage and escalation process. Everyone knows their role in it.Runbooks and SOPs are kept current. If one is wrong or missing, updating it is part of the job.Postmortems are written, reviewed, and actioned. Findings go into the engineering backlog.Engineers in this team write code. Support work includes contributing to hotfixes, scripts, and internal tooling.Operational issues feed directly into the engineering backlog and are tracked like any other technical debt.Knowledge is documented, not kept in individuals' heads. Onboarding the next person is always in scope.