Production Support Engineer

Ampliwork
Boston, Montreal
Workplace: OnsiteFull timeFunction: Manufacturing & Production OperationsExperience: 3-5 yearsSkills: ["Written communication","Self-starting","Methodical","Assertiveness","Accountability"]

Own first-response, first-line resolution for inbound client support across multiple enterprise AI-agent deployments. Triage requests end to end: classify severity, resolve or escalate with fully reproduced cases, and verify fixes in production. Perform technical triage with application/cloud logs, read-only DB queries, and light code investigation using Python and SQL. Communicate clearly with enterprise users, contribute to runbooks/knowledge base, and deliver weekly account support reporting and continuous improvement feedback to the triage AI tooling.

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FursaFursa
Ampliwork
Ampliwork
4 days ago

Production Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Own first-response, first-line resolution for inbound client support across multiple enterprise AI-agent deployments. Triage requests end to end: classify severity, resolve or escalate with fully reproduced cases, and verify fixes in production. Perform technical triage with application/cloud logs, read-only DB queries, and light code investigation using Python and SQL. Communicate clearly with enterprise users, contribute to runbooks/knowledge base, and deliver weekly account support reporting and continuous improvement feedback to the triage AI tooling.
Location: Boston, Montreal
Workplace: Onsite
Employment Type: Full time
Job Function: Manufacturing & Production Operations
Seniority: Mid level

Key Responsibilities

  • •Own the support queue end to end: acknowledge requests, classify severity, resolve or complete handoff to engineering.
  • •Answer usage and configuration questions using documentation and product understanding, closing the loop with clients.
  • •Perform first-level technical triage using application/cloud logs, read-only database queries, and reproducible investigation; form your own root-cause hypotheses.
  • •Escalate only what needs engineering with reproducible cases, logs, affected records, environment detail, and analysis; create and follow through downstream engineering tasks to release verification.
  • •Act as the point of contact for clients via email, support portal, and chat; maintain clear status updates and contribute to knowledge base, runbooks, and weekly support reporting.

Key Requirements

  • •3–5 years in application/production support, technical support engineering, or a comparable client-facing technical role.
  • •Python experience, including reading/debugging application code and writing small scripts to inspect data or verify behavior.
  • •Cloud platform experience (AWS or equivalent), navigating logs/monitoring to trace issues through running systems.
  • •SQL and PostgreSQL proficiency, writing queries to answer data-level questions without waiting for others.
  • •A track record of resolving tickets yourself, with strong written English for enterprise client communication.
Experience:3-5 yearsEnterpriseRegulatedAuditedClient-facing technical support
Skills:Written communicationSelf-startingMethodicalAssertivenessAccountability
Languages:English
Tech Stack:PythonAWSSQLPostgreSQLGitMicrosoft 365Cloud logsMonitoringRead-only database queriesEnterprise ticketingTask trackingAI triage tooling

Company Brief

Ampliwork
Connects companies with vetted remote software engineers and product teams, specializing in scaling technology teams through nearshore talent, staff augmentation, and managed engineering services to accelerate product delivery.
Industry: Recruitment Agencies
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