Level 2 production support

Mindlance

IRVING, TX

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JOB DETAILS

SKILLS

Analysis Skills, Atlassian JIRA, Automation, Business Analysis, Business Operations, Cloud Computing, Communication Skills, Customer Support/Service, Distributed Computing, Financial Services, Incident Management, Microsoft SQL Server, Onboarding, Operational Support, Oracle Database, Performance Analysis, Problem Solving Skills, Production Support, Production Systems, Reporting Dashboards, Root Cause Analysis, ServiceNow, Software Administration, Splunk, Technical Support, Time Management, Trend Analysis

LOCATION

IRVING, TX

POSTED

29 days ago

Location: Either location is an option
TX-IRVING-401 Las Colinas Blvd W Bldg A
Charlotte, NC-CIC
3 days a week in office required
8 hours in office is required

Duration: 12 months with potential to extend and desire to convert to FTE

Interview: 30 min MS Teams call
May pull in leads for conversation
Support Engineer Consumer Technology (Observability & Production Support)
Job Description
The Support Engineer role is a business?aligned, production support position focused on enabling stability, reliability, and observability of consumer?facing technology within a financial services environment. This role sits between business stakeholders, production operations, and engineering teams, translating system behavior and technical findings into clear business impact and coordinated action.
The Support Engineer plays a critical role in Mission Control operations, supporting customer?impacting applications, assisting with observability enablement, and ensuring issues are addressed promptly to minimize disruption to consumers.

Key Responsibilities
Provide Level 2 production support for consumer technology platforms, including transaction?based systems.
Partner with engineering and operations teams to design, implement, and improve observability, alerting, and monitoring capabilities using tools such as AppDynamics and Splunk.
Analyze alerts, logs, and system data to help determine root cause and customer impact when issues arise.
Assess and communicate business and customer impact of system issues (e.g., transaction failures, batch job delays).
Act as a liaison between business partners, operations teams, and engineering, ensuring the right teams are engaged at the right time.
Translate technical findings into clear, business?focused updates for managers, stakeholders, and customers.
Support Mission Control operations by collaborating with L1 monitoring teams and coordinating escalations to engineering teams when deeper technical intervention is required.
Work with Jira boards and intake processes to review customer requirements, clarify expectations, and coordinate follow?ups.
Support onboarding of applications and teams into observability platforms, ensuring alerts, dashboards, and monitoring standards are properly configured and operationally ready.
Develop familiarity with backend processes such as batch jobs, transaction flows, and consumer technology dependencies.
Maintain accountability for production issues, ensuring timely resolution and proactive communication.

Required Skills & Experience
Experience using Splunk as a logging and diagnostic tool in a production environment.
Experience with AppDynamics or similar application performance monitoring tools.
Understanding of production support processes within a regulated or financial services environment.
Ability to analyze logs, alerts, and trends to help identify potential root cause and customer impact.
Strong communication skills with the ability to translate technical issues into business language.
Experience working in cross?functional teams, including business stakeholders and engineering partners.
Familiarity with incident management tools such as ServiceNow and work tracking tools such as Jira.

Preferred / Nice?to?Have Skills
Exposure to observability tools such as Grafana and Prometheus.
Working knowledge of automation concepts used in production support environments.
Basic familiarity with databases and data platforms (e.g., Oracle, Microsoft SQL, Mongo).
General understanding of cloud environments and distributed systems.
Experience supporting batch?heavy consumer platforms.

Key Competencies
Strong sense of ownership and accountability for production stability.
Ability to think critically and maintain situational awareness during incidents.
Customer?focused mindset with urgency around consumer impact.
Comfortable operating in a fast?paced, highly visible support environment.
Ability to see the big picture beyond individual alerts or tickets.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.

About the Company

Mindlance

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