Tier 2 Production Engineer

Switchfly

8d•Remote

About The Position

Switchfly is looking for a Tier 2 Production Engineer to help keep our applications and systems running smoothly, securely, and at scale. This is a fully remote position open to candidates based in the United States. The ideal candidate loves digging into complex technical issues, collaborating with smart engineers, and being the person teams rely on when things get tough.

Requirements

Proficient understanding of Linux and Windows operating systems, as well as network infrastructure.
Excellent analytical and problem-solving skills, with a proven ability to troubleshoot complex technical issues.
Hands-on experience working in cloud environments, particularly AWS.
Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical team members.
Comfort working independently and as part of a team, with a proactive and positive attitude.
Bachelor's degree in Computer Science or a related field, or equivalent work experience.
At least 3 years of experience providing technical support, preferably at a Tier 2 level or higher.
Previous experience in an MSP (Managed Service Provider) technical role.
Hands-on experience with ticketing systems, especially JIRA.

Nice To Haves

Industry certifications in cloud platforms or Linux.

Responsibilities

Provide top-notch technical support to internal team members, delivering high-quality service and timely issue resolution.
Diagnose and troubleshoot complex technical issues across hardware, software, and network infrastructure.
Collaborate with other members of our technical team to resolve escalated issues quickly and effectively.
Review, remediate, and escalate tickets as needed to keep production environments healthy.
Partner with our SRE, DevOps, and DBA teams to develop runbooks for recurring processes and known issues.
Act as the communication aggregator during your shift, coordinating engineers and teams during Severity 1 and Severity 2 remediation calls.
Contribute to the development and implementation of IT policies and procedures that improve our service.
Stay current on emerging technologies and industry trends so we can deliver the best possible support to our clients.