Production Software Support Engineer

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