Production Support Engineer

Virtusa • Chicago, IL

2d

About The Position

We are seeking a highly technical solution-oriented Tier 3 Production Support Engineer to ensure the reliability, performance, and stability of our business-critical ALTO platform. As the highest tier of operational escalation, you will go beyond standard troubleshooting scripts to perform code-level debugging, deep architectural analysis, and complex root cause resolution. You will bridge the gap between day-to-day operations and core product engineering, serving as the ultimate technical authority for production incidents.

Requirements

• Tier 3 Production Support experience
• Code-level debugging skills
• Deep architectural analysis capabilities
• Complex root cause resolution experience
• Experience analyzing application logs, thread dumps, network packets, and database states
• Ability to navigate and analyze application codebases
• Experience writing, testing, and deploying code hotfixes, SQL data correction scripts, and configuration updates
• Experience with APM tools for monitoring and alerting
• Proficiency in Python and/or Bash scripting
• Experience reviewing and approving production deployment plans

Responsibilities

• Act as the final escalation point for complex application faults, data discrepancies, and system performance issues escalated by Tier 1 and Tier 2 teams.
• Lead high-priority P1/P2 critical incident resolution bridges, driving immediate technical workarounds under tight SLAs.
• Deeply analyze application logs, thread dumps, network packets, and database states to diagnose intricate system behaviors.
• Navigate and analyze the core ALTO application codebase to pinpoint software bugs and architectural edge cases.
• Write, test, and safely deploy high-quality code hotfixes, SQL data correction scripts, and configuration updates.
• Collaborate directly with Product Development teams to prioritize and hand off permanent bug fixes and architectural rewrites.
• Design, build, and optimize advanced application monitoring dashboards and alerting logic using APM tools.
• Develop automated scripts (Python/Bash) to streamline manual recovery procedures and empower lower support tiers to self-heal recurring issues.
• Review and approve production deployment plans and changes to ensure operational readiness.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed