• Lead Support Engineer, Production Support Team

    Job Location US-CA-Orange County
    Job ID
  • Overview

    Rauxa is seeking a well-rounded and hands-on Lead Production Support Engineer for our Production Support Team who has a passion for working on complex systems alongside a world class development team. The right candidate for this position will have good communication as well as technical skills, and will work hard to maximize customer satisfaction. The ability to work with cross-functional teams in a rapidly growing environment is important.


    The Production Support Team is part of a larger set of Scrum teams working towards a global product roadmap. The team focuses on the following key areas: platform release practice, resolution of production issues, and working closely with other scrum teams to identify system and architectural improvements.  


    The preferred location for this role is Costa Mesa, CA. We will also consider candidates for our Culver City or San Francisco, CA offices.



    What you'll do:

    • Define and drive implementation of support processes, tools and best practices.
    • Be a subject matter expert, develop training materials and mentor team.
    • Troubleshoot, debug, and diagnose customer issues and drive them to closure.
    • Attend KT sessions with team leads to align on changes and architecture coming with each release.
    • Be available to help facilitate bi-weekly code releases to production.
    • Own pre/post deployment related activities.
    • Monitor health of customer implementations, and define as well as track key support team metrics.
    • Identify trends in the support requests being received, report and collaborate with the Engineering and Product Management teams during planning sessions.
    • Work with other team leaders to improve software development and quality assurance processes.
    • Be available on support 24/7 on a rotational basis.
    • Write tools and scripts to solve customer issues or improve support infrastructure.
    • Drive product improvements with development engineering team based on feedback from customers and learnings from the field.
    • Be a customer champion! Work with multiple teams to drive product adoption and customer success.



    Who you are:

    • At least 5 years of relevant overall experience.
    • Background with distributed systems, databases and performance analysis.
    • Hands-on experience in Linux system administration.
    • Experience with web technologies and AWS cloud services.
    • Experience in building and leading technical teams.
    • Excellent scripting skills for debugging and automation.
    • Experience in coding and debugging in one or more of the following:
      • Javascript/NodeJS, Java, Python, Bash.
    • Excellent communication and customer management skills, with the ability to be a good listener, and fully understand a customer's problem.
    • Expert troubleshooting skills. You are creative and tenacious in finding solutions to undocumented issues.
    • Server hardware troubleshooting is a plus.



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