Production Support Manager (Remote)

As a Production Support Manager, you will be responsible for managing the day-to-day production operations of our SaaS platform. You will work closely with engineering, product, QA, and customer success teams to ensure quick resolution of issues, smooth deployments, and continuous service reliability. Strong communication skills, technical understanding, and a proactive attitude are essential for success in this role.

Key Responsibilities:

• Manage Production Support: Lead a team to monitor, triage, and resolve production issues in real-time, ensuring minimal impact on end users.
• Triage & Assign Work: Quickly assess incidents and assign them to the appropriate team or engineer, ensuring timely resolution.
• Stakeholder Collaboration: Act as the primary point of contact between engineering teams, customer success, and QA during incidents, facilitating clear communication and updates.
• Incident Management: Oversee the resolution of production incidents, track issues through to resolution, and ensure follow-up tasks are completed.
• Service Reliability: Work with engineering to identify recurring problems and implement long-term solutions to improve platform reliability.
• Process Improvement: Continuously improve production support processes, including escalation paths, incident tracking, and communication protocols.
• Documentation: Ensure incident reports, post-mortems, and runbooks are maintained and updated to reflect best practices.
• On-call Rotation Management: Organize and maintain on-call schedules to ensure 24/7 support coverage.
• Basic Debugging: Perform initial technical investigation into issues, analyzing logs, understanding system behavior, and documenting findings.

Required Skills & Experience:

• 6+ years total experience and 2+ years in a production support or operations role
• Excellent Communication: Ability to communicate complex issues clearly with both technical and non-technical stakeholders.
• Collaboration & Teamwork: Proven ability to collaborate with cross-functional teams, including engineering, solutions, product and customer success.
• Incident Management Tools: Experience using tools like PagerDuty, Jira, or similar for incident tracking and management.
• Technical Understanding: Familiarity with basic debugging techniques, reading logs, and understanding of SaaS infrastructure.
• Fast-Paced Environment: Experience working in a high-paced, growth-oriented company.

Nice-to-Have:

• Familiarity with scripting languages (Python, Bash) for basic automation.
• Experience with cloud platforms (AWS, Azure, GCP) and monitoring tools like Datadog, Grafana, or Prometheus.