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 Skills

• Familiarity 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 systems

Our Production Support Philosophy

• Production 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.