Production Support Engineer

US

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At Orange Logic, we’ve been solving complex content challenges for over two decades—driven by innovation, curiosity, and a passion for impact, our intelligent Digital Asset Management (DAM) system, Orange Logic Platform, empowers organizations across industries to manage, access, and leverage their digital assets more effectively.  We’re not just building powerful software—we’re building a team of bold thinkers, collaborators, and problem-solvers who care deeply about delivering real value. The Production Support Engineer is responsible for troubleshooting, maintaining, and optimizing business-critical production applications and infrastructure. This role involves handling escalated issues from Level 1 support, performing detailed root cause analysis, supporting monthly maintenance activities, and ensuring SLA compliance.

 

You Role at Orange Logic: 

  • Application and System Support:
    • Administer and resolve application issues, provide timely updates, and perform root cause analysis.
    • Perform detailed troubleshooting, log analysis, and root cause investigations for application and infrastructure incidents.
    • Provide software application support, including monitoring, escalation, and incident response.
    • Support application outages by executing recovery plans and participating in post-mortem analysis.
  • Infrastructure Management and Automation:
    • Assist in making infrastructure adjustments and improvements using Infrastructure as Code (IaC) tools such as Terraform and Ansible.
    • Collaborate with infrastructure teams to implement changes for scalability, security, and reliability.
    • Contribute to continuous improvements in deployment processes, infrastructure optimization, and system performance.
  • SLA and Operations Management:
    • Work within established Service Level Agreements (SLAs) to ensure timely issue response and resolution.
    • Develop, maintain, and document known issues, workarounds, and standard operating procedures (SOPs).
    • Participate in regular on-call rotations and ensure timely communication and escalation during incidents.
  • Maintenance and Reliability:
    • Plan, schedule, and execute monthly maintenance activities on test and production servers, including patches, updates, and health checks.
    • Contribute to system reliability initiatives to proactively reduce incidents and increase uptime.
  • Continuous Improvement:
    • Develop automation scripts and tools to improve operational support and reduce manual interventions.
    • Stay updated with emerging technologies and best practices in production support, DevOps, SRE, and cloud operations.
    • Participate in ongoing training and knowledge-sharing initiatives within the team.

Ideal Qualifications:

  • Technical Expertise:
    • Proficient in application troubleshooting, root cause analysis, and log diagnostics.
    • Experience with SQL queries and database management (primarily SQL Server).
    • Knowledge of programming/scripting languages (Python, PowerShell, Bash).
    • Hands-on experience with Infrastructure as Code tools such as Terraform and Ansible.
    • Familiarity with Azure/Google Cloud/Kubernetes are a plus but not required
    • Familiar with middleware technologies such as IIS, Traefik, and ElasticSearch.
    • Understanding of networking concepts and web technologies (APIs, HTTP, DNS).
    • Knowledge of containerization using Docker
  • Systems and Tools Proficiency:
    • Skilled in administering Windows and Linux systems through command-line interfaces.
    • Experienced with system monitoring, alerting tools, and incident response workflows.
    • Ability to manage and maintain cloud-based and on-premises infrastructure environments.
  • Soft Skills:
    • Customer-focused mindset with a proactive approach to problem-solving.
    • Strong documentation, communication, and incident management skills.
    • Ability to work under pressure, prioritize tasks effectively, and adapt to fast-paced environments.
    • Strong teamwork and collaboration skills across development, infrastructure, and support teams.
  • Preferred Skills:
    • Familiarity with infrastructure security practices and compliance requirements.
    • Ability to guide and mentor junior team members during troubleshooting and support activities.
  • Physical Demands & Working Conditions:
    • Ability to support on-call rotation, which may include night and/or weekend work.
    • Prolonged periods of sitting and/or standing at a desk and working on a computer.

Perks of joining the team: 

  • Competitive compensation
  • Medical, Dental & Vision Insurance
  • Life & Disability Insurance
  • 401(k) & Roth with 4% employer match (fully vested)
  • 20 Days PTO
  • 8 Weeks Parental Leave
  • 8 Company Holidays
  • Remote Work Environment

Compensation: 

The target compensation for this position is $100,000 - 120,000 in most remote locations. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

How to get started: 

If you're excited by meaningful challenges and want to build something that matters, we encourage you to apply!

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Orange Logic is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all our employees.

 

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