About the role
The impact that you will be making
- The role is responsible for monitoring applications, investigating incidents, troubleshooting
- production issues, coordinating with engineering teams, and ensuring the availability and reliability of critical systems.
- This position requires working in rotational shifts, including night shifts, weekends, and holidays, to support a 24×7 production environment.
What this role entails Production & Application Support
- Monitor backend applications, services, APIs, databases, queues, and other critical production systems.
- Provide Level 2 and L3 production support and respond to incidents within defined SLAs.
- Troubleshoot application failures, performance issues, API errors, data issues, and service disruptions.
- Perform initial investigation, log analysis, and issue triaging before escalating to the appropriate engineering teams.
- Identify recurring production issues and work with development teams on permanent fixes.
- Respond promptly to production alerts and incidents during assigned shifts.
- Own incidents from identification through investigation, mitigation, resolution, and closure.
- Coordinate with Development, DevOps/SRE, QA, Database, and Infrastructure teams during critical incidents.
- Escalate issues based on defined severity levels and escalation procedures.
- Maintain clear and timely communication with relevant stakeholders during major incidents.
- Participate in Root Cause Analysis (RCA) and post-incident reviews.
- Monitor system health, application performance, availability, and error rates using observability and monitoring tools.
- Analyze application logs, metrics, traces, and alerts to identify issues and potential risks.
- Help improve alerting mechanisms to reduce false positives and improve incident response.
- Monitor scheduled jobs, batch processes, data pipelines, and integrations where applicable.
- Create and maintain runbooks, SOPs, troubleshooting guides, and knowledge-base documentation.
- Perform regular health checks and operational activities as per defined procedures.
- Identify opportunities for automation to reduce manual support effort and repetitive operational tasks.
- Participate in deployment validation and production readiness activities.
- Support release activities, including monitoring applications after production deployments.
- Ensure proper shift handovers, including open incidents, ongoing investigations, risks, and pending activities.
- Analyze recurring incidents and operational trends.
- Work with engineering teams to improve application stability, reliability, performance, and supportability.
- Recommend improvements to monitoring, logging, alerting, automation, and operational processes.
- Contribute to reducing MTTR (Mean Time to Resolution) and improving service Availability.
What lands you in this Role
- Strong understanding of backend applications and distributed systems.
- Experience with one or more backend programming languages such as: Go (Golang), Java, Python, C++
- Good understanding of REST APIs and microservices architecture.
- Experience troubleshooting application and production issues using logs and monitoring tools.
- Knowledge of Linux/Unix commands and shell scripting.
- Understanding of databases such as PostgreSQL, MySQL, MongoDB, or similar technologies.
- Basic understanding of caching technologies such as Redis.
- Familiarity with messaging or streaming platforms such as Kafka, RabbitMQ, or similar technologies.
- Understanding of HTTP, networking fundamentals, and API troubleshooting.
- Experience with monitoring and observability tools such as Datadog, Grafana, Prometheus, ELK, Splunk, or similar tools.
- Familiarity with containerized environments and technologies such as Docker and Kubernetes is preferred.
- Understanding of CI/CD pipelines and release/deployment processes is an advantage.
Qualifications & Experience
- Bachelor’s degree in Computer Science, Engineering, or a related technical discipline.
- 4–7 years of experience in Backend Engineering, Application Support, Production Support, Site Reliability, or a similar role.
- Experience supporting business-critical or customer-facing production applications are preferred.
- Experience working with distributed teams and cross-functional stakeholders is desirable.
What we offer
- An opportunity to be part of some of the best enterprise SaaS products to be built out of India.
- Opportunities to quench your thirst for problem-solving, experimenting, learning, and implementing innovative solutions.
- A flat, collegial work environment, with a work hard, play hard attitude.
- A platform for rapid growth if you are willing to try new things without fear of failure.
- Remuneration with best-in-class industry standards with generous health insurance cover.
Some of our accolades include
- Ranked as one of America's Fastest-Growing Companies by Financial Times for five consecutive years: 2020-2024.
- Ranked as one of America's Fastest-Growing Private Companies by Inc. 5000 for seven consecutive years: 2018-2024.
- Voted #1 by more than 300 retailers worldwide in the RIS Software LeaderBoard 2024 report.
- Ranked #72 in America’s Most Innovative Companies list in 2023—by Fortune—alongside companies like Microsoft, Tesla, Apple, IBM, etc.
- Forged a strategic partnership with Google to equip retailers with cutting-edge generative AI tools.
- Recognized in multiple Gartner reports, including Market Guides and Hype Cycle, spanning assortments, merchandising, forecasting, algorithmic retailing, and Unified Price, Promotion, and Markdown Optimization Applications.