Production Support Engineer

Ampliwork•Montreal, QC

6d•Remote

About The Position

This role is responsible for providing first-line resolution for production support issues, managing the support queue end-to-end, and acting as a primary point of contact for client users. The engineer will perform technical investigations, triage issues, escalate when necessary with complete documentation, and communicate effectively with clients. A key aspect of the role involves contributing to the knowledge base, producing support reports, and providing feedback on internal AI triage tooling. Success is measured by the ability to resolve tickets without engineering involvement, manage multiple accounts, and understand complex application logic.

Requirements

Three to five years in application support, production support, technical support engineering, or a comparable client-facing technical role.
Proficiency in Python, including the ability to read and debug application code, and write small scripts.
Experience with cloud platforms (AWS or equivalent), including navigating logs and monitoring.
Proficiency in SQL and PostgreSQL, with the ability to write queries independently.
A track record of resolving tickets rather than routing them.
Excellent written English for client communication.
Strong verbal communication skills for explaining system functionality to clients.
Self-starting and methodical approach to work, including note-taking and follow-up.
Comfortable being assertive in challenging severity labels, declining out-of-scope requests, and identifying non-defects.
Ability to manage multiple accounts and unrelated products simultaneously.
Ability to learn complex domain applications quickly and understand business logic.
Comfortable being accountable for response times and client relationships.
Experience working to defined service levels in enterprise, regulated or audited environments.
Experience with an enterprise ticketing platform and a downstream engineering task tracker.
Exposure to financial services, professional services, insurance, tax or transport operations.
Experience working alongside AI agents or automation within a support workflow.

Nice To Haves

Additional languages.
Experience working to defined service levels in enterprise, regulated or audited environments.
Experience with an enterprise ticketing platform and a downstream engineering task tracker.
Exposure to financial services, professional services, insurance, tax or transport operations.
Experience working alongside AI agents or automation within a support workflow.

Responsibilities

Provide first response and first-line resolution for support requests.
Own the support queue end-to-end, including acknowledging, classifying, and driving requests to resolution or complete handoff.
Answer usage and configuration questions, resolve workflow misunderstandings, and identify enhancement ideas.
Perform technical investigation and triage, including inspecting logs, running database queries, and reproducing reported behavior.
Read application code to locate relevant logic and confirm or rule out hypotheses.
Utilize and provide feedback on internal AI triage tooling.
Escalate tickets with reproducible cases, logs, affected records, environment details, and analysis.
Create and own tasks sent downstream to the engineering team, following them through to release and verifying in production.
Push back on requests outside agreed scope and route them appropriately.
Judge when to ask for help and flag issues early.
Act as the named point of contact for client users via email, support portal, and chat.
Keep clients informed at an agreed cadence, including regular status updates on high-severity issues.
Communicate plainly with clients about known issues, actions being taken, and next steps.
Contribute to the knowledge base with known issues, workarounds, runbooks, and standard responses.
Produce a weekly support report for each account.
Surface effort spent outside agreed scope for review.
Provide feedback on the triage tooling to improve its accuracy.