Senior Production Support Engineer

Accordion•Boston, MA

8h•Hybrid

About The Position

The Senior Production Support Engineer handles incident triage, issue reproduction, environment support, release support, integration failures, defect coordination, and pod escalation support. This impactful role will serve as a key onshore partner to Product and Engineering during live incidents, high-priority releases, and ambiguous production issues. This position will ideally be based in one of our US offices and is a hybrid role with the flexibility to work remotely 2 days per week (also eligible for remote candidates).

Requirements

5+ years of production support, application support, systems support, or software operations experience
Experience with modern application environments, APIs, integrations, and workflow-driven platforms
Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues
Ability to work closely with engineers, product managers, QA, and business stakeholders, translating technical findings into business-relevant language
Comfort handling ambiguous, escalation-heavy, and high-pressure incidents in a disciplined way – you are a dependable partner who is methodical, calm, and accountable
Bachelor's degree preferred

Nice To Haves

Excited to be part of a growing team, with a focus on driving future growth
Passionate about delivering exceptional client service
Knowledgeable about the relationship between Private Equity sponsors and their portfolio companies, particularly within the office of the CFO
Willing to get your hands dirty in the details of a project while simultaneously seeing the whole picture
Comfortable managing projects with multiple complex workstreams while also focused on your single workstream (you are managing and doing)
A self-starter with a strong work ethic
Full of entrepreneurial spirit and comfortable in a fluid, flat organization
Able to effectively communicate complex issues and solutions, and raise issues to senior team members when necessary
A team player, able to work with team members across all levels
Someone who enjoys mentoring others and doing meaningful work
A leader of others; you lead by example

Responsibilities

Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems and workflows
Investigate application, integration, configuration, and environment issues with a focus on restoring service and clarifying root cause
Support high-priority incidents that require close coordination with engineering, product, or business stakeholders
Act as a close day-to-day support partner to pods during live releases, stabilization periods, and production issue follow-up
Support release-watch activities and confirm production-readiness checks are executed consistently
Help identify support risks before they become material incidents
Document incidents clearly, coordinate handoffs to Engineering, and help ensure issues are tracked through resolution
Improve runbooks, issue patterns, and support evidence to increase repeatability and speed of response
Partner with QA and Engineering to reduce escaped defects and recurring support pain points
Translate technical issues into clear business impact statements for finance-sensitive workflows
Help distinguish true defects from data issues, process exceptions, or user enablement gaps
Escalate material issues quickly and clearly