PRODUCTION SUPPORT ENGINEER

We, FCI-CCM, are a global provider of Customer Communication Management solutions founded in 1959. We offer software products and services that enable businesses to create, manage, and deliver personalized communications across multiple channels and touchpoints. With over six decades of experience, we have a deep understanding of the customer communications landscape and are trusted by leading organizations worldwide.

We are looking for Production Support Engineer responsible for providing technical support to customers using Java-based applications. Provide optimal solutions for the core problems, code fixes, diagnose and fix operational issues.

• Perform trouble shooting, analysis, research and resolution using advanced query and programming skills, Conducts root cause analysis
• Look for areas of improvement in monitoring, application stability.
• Communicate with line of business and management the overall status and health of the application
• Be the first point of contact for production issues, support requests and alerts
• Ensure issues and outages are properly documented
• Proactively monitor application and infrastructure alerts and be able to react quickly
• Documents major maintenance events and other significant product related issues
• Key part of constant improvement process. Recommending and implementing solutions to mitigate repeat issues and early detection
• Directs and coordinates operation, maintenance, and repair of equipment and systems in field installations and internal teams.
• Communicate/escalate issues to appropriate functional areas with supporting evidence from application logs, pcap, service trend data etc
• Writes and submits Engineering Change Requests (ECRs) to engineering to correct product performance deficiencies or reliability problems
• Implement and manage service monitoring tools including agent-based application monitoring, log analysis/trending and health metrics
• Documentation of application flows, monitoring techniques and resolution playbooks

• Strong analytical and problem solving skills. Excellent interpersonal and communication skills handling internal and external customers
• 3+ years of experience in Technical Production Support
• Good knowledge of MySQL and Unix including queries and commands
• Familiarity with object-oriented design and programming principles and patterns, Knowledge of any programming language like Java is a plus
• Understanding of message broker like Kafka & Understanding of AWS
• Degree in Computer Science or a related field
• Experience with Application and server Security monitoring and best practices is a plus
• Ability to Conducts root cause analysis and Log analysis for better troubleshooting.
• Experience in working with Jira or any other tool
• Ability to perform data analysis from both business and IT, identify insights, and present findings
• Good knowledge of Agile methodology

• Hybrid work from home policy
• Medical Insurance for family
• Accidental Insurance
• Life Insurance
• 5 Days working
• Company Paid Lunch

Rapid Growth:Join a bootstrapped, rapidly growing SaaS company where you can make a significant impact and shape your career trajectory.

Learning Opportunities:Experience unparalleled learning opportunities that go beyond the traditional corporate mold, acquiring skills and knowledge that will benefit you in the long term.

Straightforward Culture:Be part of a straightforward, no-nonsense culture that values transparency, authenticity, and open communication.

Innovation and Collaboration:We believe great ideas can come from anyone, regardless of their role or level in the company. We actively encourage innovation and collaboration among our team members.

Fast-Paced Environment:Thrive in a fast-paced and dynamic environment where we move quickly, adapt swiftly to market changes, and embrace the challenges and rewards of a startup lifestyle.

Competitive Compensation:Enjoy a competitive salary package along with a range of benefits designed to support your lifestyle and help you perform at your best, both in and out of work.

High-Growth, Innovative Environment:If you're a driven individual who thrives in a high-growth, innovative environment, we're excited to hear from you. Join us for a unique opportunity to accelerate your career and be part of our exciting journey.