Tier 2 Production Engineer
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Job Description
Tier 2 Production Engineer ensuring applications and systems run smoothly at Switchfly. Collaborating with teams and resolving complex technical issues remotely from the United States.
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.
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 Have Industry certifications in cloud platforms or Linux.
Benefits:
- Discretionary Time Off (DTO) – Take time off when you need it.
- 15 Company-Paid Holidays – Including a company-wide break from Christmas Eve through New Year’s Day.
- Comprehensive Benefits Package – Switchfly offers a full suite of health benefits, with the company covering an average of 87% of employee premiums.
- 401(k) with Company Match – We support long-term financial wellness with a competitive retirement plan.
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