- Company Name
- Adoreal
- Job Title
- Customer Production Escalation Specialist, Tier 2
- Job Description
-
Job title
Customer Production Escalation Specialist, Tier 2
Role Summary
Act as the primary technical escalation point for production incidents, coordinating between support, product, engineering, and operations teams. Perform root‑cause analysis, diagnose issues in production environments, and drive timely resolution while maintaining clear communication with stakeholders.
Expactations
- Maintain high incident response standards and ensure minimal service disruption.
- Provide clear, actionable documentation and runbooks for ongoing support processes.
- Collaborate cross‑functionally to improve system reliability and product quality.
Key Responsibilities
- Diagnose and resolve production incidents using SQL queries, log analysis, and cloud monitoring tools.
- Create, manage, and prioritize incident tickets; coordinate emergency response workflows.
- Write and optimize database queries against SQL Server and PostgreSQL for diagnostics and data validation.
- Use Datadog (or equivalent) to collect, visualise, and analyze metrics, alerts, and log events.
- Read and debug application code to trace issues, even without full‑stack development experience.
- Operate within version control systems (Git) to explore codebases and support investigations.
- Maintain and update standard operating procedures, runbooks, and internal knowledge bases.
- Communicate incident status and resolutions to stakeholders, determining when to involve engineering.
- Participate in cloud and DevOps practices: understand deployment pipelines, service configurations, and basic automation in AWS, Azure, or GCP.
Required Skills
- 3+ years in technical support, DevOps, or infrastructure roles.
- Proficient in SQL, with hands‑on experience on PostgreSQL and/or SQL Server.
- Experience with cloud platforms (AWS, Azure, GCP) and basic DevOps pipelines.
- Strong root‑cause analysis and investigative skills; ability to debug application code (multiple languages).
- Proficiency with Git, branching, pull requests, and navigating large codebases.
- Familiarity with log aggregation and monitoring tools (Datadog preferred; Splunk, ELK, New Relic acceptable).
- Excellent written and verbal communication in English (C1 level), capable of coordinating cross‑team efforts.
- Ability to document processes, update runbooks, and maintain knowledge bases.
Required Education & Certifications
- Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent professional experience.
- Optional certifications: AWS Certified Developer/Administrator, Azure Fundamentals, Google Cloud Associate Cloud Engineer, or monitoring/observability certifications.