Production Support Engineer

Solvd Inc. is a rapidly growing AI-native consulting and technology services firm delivering enterprise transformation across cloud, data, software engineering, and artificial intelligence . We work with industry-leading organizations to design, build, and operationalize technology solutions that drive measurable business outcomes.

Following the acquisition of Tooploox , a premier AI and product development company, Solvd now offers true end-to-end delivery —from strategic advisory and solution design to custom AI development and enterprise-scale implementation. Our capability centers combine deep technical expertise, proven delivery methodologies, and sector-specific knowledge to address complex business challenges quickly and effectively.

We are looking for a Production Support Engineer to join a small, high-trust team responsible for the health and reliability of a revenue-critical sales platform. You'll sit between end users — partners and call centers — and engineering, triaging incidents, managing communication, and keeping stakeholders informed and calm when things go wrong.

This is not a developer role. The technical bar is deliberately calibrated: you need to understand how APIs work, read logs, and interpret what you're seeing — not implement fixes. What matters equally is your ability to translate technical issues into plain language and manage expectations across very different audiences.

Longevity and genuine interest in the role matter here. This team values people who want to grow with it, not move through it.

What you'll do

- Monitor platform health and triage incoming incidents — distinguishing critical issues (outages, service degradation) from non-critical ones (bugs, defects).
- Investigate incidents using logging tools — reading API calls, responses, and log data to understand what happened and where.
- Communicate clearly with partners and call center teams — translating technical findings into plain language and managing expectations throughout resolution.
- Manage the incident queue in Jira and prioritize bugs within engineering sprint cycles.
- Participate in weekly cross-functional meetings with engineering and account/call center management.
- Join on-call rotations after ramp-up — responding to alerts via OpsGenie within defined SLA windows.
- Build familiarity with homegrown internal tooling through structured onboarding documentation and team support.

Basic qualifications

- Experience in a production support, technical support, or platform operations role.
- Working knowledge of how APIs function — able to read and interpret API calls and responses without necessarily implementing solutions.
- Ability to navigate logging and observability tools such as Splunk, Datadog, or Sumo Logic.
- Basic comfort reading HTML and JSON, and using browser developer tools for investigation.
- Exceptional communication skills — able to code-switch between technical and non-technical audiences fluidly; this is the hardest skill to train and the most important one for this role.
- Strong time management and prioritization under pressure.
- Customer service mindset — genuine interest in supporting end users and resolving issues, not just closing tickets.
- Available during U.S. Eastern business hours (8 AM–6 PM ET); Eastern timezone strongly preferred for onboarding and on-call coordination.

Preferred qualifications

- Experience with on-call rotation structures and incident severity frameworks (SEV-1 through SEV-3 or equivalent).
- Familiarity with OpsGenie or similar alerting platforms.
- Experience working in a travel, hospitality, or high-volume transactional platform environment.
- Prior exposure to partner or call center communication management during live incidents.
- Comfort with Jira for queue and ticket management.

What to expect when you join

- Comprehensive onboarding documentation and a structured 6-month ramp to full self-sufficiency.
- On-call rotations begin only when you're ready, with manager backup during early rotations.
- Active alert window is 8 AM–1 AM Eastern; overnight suppression windows are built in.
- SEV-1 incidents are rare — roughly once per quarter or less; the majority of the work happens during business hours.

When you join Solvd, you'll…

- Shape real-world AI-driven projects across key industries, working with clients from startup innovation to enterprise transformation.
- Be part of a global team with equal opportunities for collaboration across continents and cultures.
- Thrive in an inclusive environment that prioritizes continuous learning, innovation, and ethical AI standards.

Ready to make an impact?

If you're excited to build things that matter, champion responsible AI, and grow with some of the industry’s sharpest minds. Apply today and let’s innovate together.

Solvd is an equal opportunity employer.