This role is responsible for supporting and maintaining a production system used by enterprise clients. It involves a mix of technical troubleshooting, client communication, and system analysis across cloud-based services and application layers.

The role requires strong ownership and will be responsible for investigating and resolving issues end-to-end before escalation.

What you'll do:

• Incident Management & Technical Support
  • Act as the first point of contact for technical issues affecting clients and end-users
  • Investigate incidents end-to-end, including log analysis, metric inspection, and issue reproduction
  • Troubleshoot issues across APIs, authentication flows, backend services, and frontend
    applications
  • Work with AWS services (Lambda, API Gateway, CloudWatch, DynamoDB) to diagnose production issues
  • Escalate issues with clear findings, supporting logs, and root cause hypotheses