OPENLANE is a technology company that builds a digital marketplace for used vehicles, focusing on providing actionable insights to customers. They are seeking a Production Software Support Engineer to monitor and analyze production issues, document findings, and assist engineering teams in resolving these issues.
Responsibilities:
- Monitor production systems and respond to alerts or customer-reported issues
- Review application, system, and database logs to identify errors or abnormal behavior
- Use SQL to query databases for validation and data-gathering purposes
- Collect and analyze relevant information such as timestamps, user actions, system behavior, and error messages
- Attempt to reproduce reported issues using documented steps when possible
- Clearly document findings, including steps to reproduce, expected vs. actual behavior, log excerpts, and supporting data
- Escalate well-documented issues to engineering teams for resolution
- Provide status updates and set expectations with customers and internal stakeholders
- Follow established support processes, escalation paths, and runbooks
- Contribute to ongoing knowledge base and documentation improvements
Requirements:
- 1+ years of experience in customer support, technical support, or production support (Tier 1 or similar)
- Bachelor's degree in information technology, or a related technical field, or equivalent relevant IT experience
- Working knowledge of SQL for querying and data validation
- Ability to review logs and identify relevant error information
- Professional written and verbal communication skills
- Proven ability to document issues clearly, thoroughly, and consistently
- Willingness and aptitude to learn the behavior of a complex, interconnected production system
- Experience with ticketing systems such as Jira, ServiceNow, or Zendesk
- Experience supporting SaaS or web-based applications
- Basic understanding of how applications interact with databases and services