Tech Support Engineer
Core
Bridge between business operations and engineering to ensure system stability and user experience for a global live entertainment platform.
Role type
Senior Tech Support Engineer (Production/Incident Response)
Builds
High-scale production environments for a global culture and live entertainment platform serving 300M+ users.
Domain
Live entertainment technology, high-scale distributed systems.
Deliverable
Production ML models | product features | dashboards & analysis | infrastructure
Required skills
SQL (PostgreSQL/MySQL), API troubleshooting (REST/JSON), Linux/Unix, incident management, root cause analysis, monitoring tools (Datadog/Splunk/Grafana/Kibana), ticketing systems (Jira/Zendesk), client-server architecture.
Preferred skills
JavaScript/Java/Python/Go/Elixir, AWS, Docker, Kubernetes, mobile app lifecycle knowledge, open-source contributions.
Responsibilities
Act as technical point of contact for incident management, triage, escalation, and resolution; Participate in on-call rotations and support critical production incidents (Sev1/Sev2); Troubleshoot complex technical issues across client-server architecture; Perform deep-dive investigations using logs, monitoring tools, and database analysis; Write and optimize complex SQL queries to resolve data-related issues; Investigate APIs, services, and backend flows to identify root causes; Collaborate with Product, Engineering, and Operations teams to improve system reliability; Document technical workarounds, incident learnings, and contribute to internal knowledge base; Help improve monitoring, alerting, and troubleshooting processes.
Seniority
Mid-to-Senior, hands-on IC with path to Software Engineering.