Production Support Engineer
Status: Are you legally eligible to work where you live? We are not able to sponsor VISAs.
Resume must be in English
Location: Remote
Engagement: Contract, Long Term, Full Time
Overview
The EY GTP-FS (Global Tax Platform – Financial Services) team is seeking a Production Support Engineer to support RAPToR, a mission-critical tax compliance platform used by EY Financial Services professionals worldwide.
This is a highly collaborative, client-facing support role responsible for production issue investigation, end-user communication, Azure diagnostics, controlled access and data support, and continuous operational improvement through AI-assisted workflows and automation.
The ideal candidate is customer-focused, proactive, enjoys solving complex problems, communicates exceptionally well, and takes ownership from issue intake through resolution. While technical skills are important, the team places equal emphasis on learning ability, communication, adaptability, and initiative.
le Summary
The Production Support Engineer will:
- Serve as the primary point of contact for production incidents and service requests reported through Jira Service Management (JSM).
- Investigate, triage, and resolve L1-L3 production issues across the RAPToR platform.
- Communicate directly with end users, providing clear explanations, guidance, status updates, and resolution summaries.
- Manage user access provisioning and deprovisioning across the platform.
- Investigate production issues using Azure cloud tools, application logs, diagnostics, and non-complex SQL queries when appropriate.
- Own issues throughout their complete lifecycle, coordinating with development teams whenever escalation becomes necessary.
- Contribute to practical AI-driven improvements that streamline support operations, reduce repetitive work, and improve response quality.
Key Responsibilities
Production Support & Incident Management (40–50%)
- Triage and resolve L1-L3 production incidents within established SLAs.
- Investigate application behavior, data discrepancies, workflow issues, and performance concerns.
- Perform root cause analysis and document findings clearly.
- Escalate complex issues to development teams with complete reproduction steps, diagnostics, and supporting evidence.
- Validate implemented fixes before ticket closure.
- Maintain ownership of issues from initial report until successful resolution.
End User Communication & Client Support (20–25%)
(Increased emphasis)
- Provide professional, empathetic, and proactive communication to end users.
- Conduct screen-sharing sessions when necessary to troubleshoot issues.
- Clearly explain application behavior and resolution steps to non-technical users.
- Act as the single point of accountability throughout the support lifecycle.
- Build trust with recurring engagement teams through responsive and high-quality support.
- Effectively manage expectations during high-volume support periods.
Success in this role depends heavily on strong communication skills, customer service orientation, and the ability to build confidence with users.
Azure Cloud Diagnostics (10–15%)
- Investigate application issues using Azure Monitor, Log Analytics, Application Insights, Azure Portal, and related diagnostic tools.
- Review application logs and monitoring data to identify likely causes of production issues.
- Execute SQL queries when necessary to validate data or investigate issues.
- Monitor deployments through GitHub Actions when appropriate.
- Work with Azure services including Storage Accounts, Service Bus, Event Hubs, Container Apps, and App Services.
Deep Azure administration experience is not required. Candidates should demonstrate practical familiarity with Azure Portal, cloud concepts, monitoring, and troubleshooting rather than advanced infrastructure engineering expertise.
AI & Operational Improvement (10–15%)
- Leverage AI tools to improve troubleshooting efficiency.
- Contribute to automation initiatives that reduce repetitive operational work.
- Improve support documentation, knowledge articles, and self-service capabilities.
- Partner with development teams to identify recurring problems and permanent improvements.
The team actively embraces an AI-first approach, and engineers are encouraged to leverage AI assistants to improve productivity, investigations, and operational efficiency.
Knowledge Management
- Maintain practical runbooks and support documentation.
- Document lessons learned and recurring issues.
- Improve knowledge sharing across the support organization.
- Train teammates on new procedures and best practices.
Core Technical Skills
Production Support & Troubleshooting (Required)
- 3+ years supporting enterprise web applications in production environments.
- Experience investigating production incidents across L1-L3 support.
- Strong troubleshooting and analytical skills.
- Experience with Jira Service Management (or equivalent ITSM platforms).
- Understanding of web applications, APIs, microservices, frontend/backend interactions, and data validation workflows.
- Exposure to .NET applications is beneficial but not required.
Data, SQL & Azure Diagnostics
Required
- Mid-level SQL knowledge sufficient to read, understand, and execute simple queries used for investigation and data validation.
- Experience working in Azure-hosted environments.
- Familiarity with Azure Portal and cloud-based application troubleshooting.
- Experience reviewing application logs and monitoring information.
Important Clarification
Advanced SQL expertise is NOT required, mid-level should be enough.
The team primarily uses SQL for:
- data validation
- simple investigations
- verifying records
- troubleshooting production issues
Modern AI tools are widely used within the team to assist with SQL generation when necessary.
Azure Experience
Candidates should demonstrate:
- Basic familiarity with Azure Portal
- Understanding of cloud-hosted applications
- Exposure to monitoring and diagnostics
- Ability to navigate Azure resources
Experience with Azure Monitor, Log Analytics, Application Insights, and related services is desirable.
Equivalent cloud experience (AWS or GCP) may also be considered when accompanied by strong production support skills and learning ability.
AI & Automation (Nice to Have)
- Python scripting
- AI-assisted troubleshooting
- Azure OpenAI or similar AI services
- Workflow automation
- Power Automate
- Logic Apps
- GitHub Actions
- Prompt Engineering
- RAG concepts
- Operational automation
Communication & Professional Skills (Highly Important)
The ideal candidate demonstrates:
- Outstanding verbal communication
- Excellent written communication
- Strong customer service orientation
- Ownership mentality
- Initiative and proactivity
- Curiosity and willingness to learn
- Professionalism under pressure
- Ability to prioritize multiple concurrent issues
- Experience working with global teams
- Strong documentation habits
The Hiring Manager places exceptional value on communication skills, customer interaction, and the ability to learn quickly.
Candidates with outstanding communication, ownership, and growth potential may be considered even if some technical skills are less developed.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or equivalent experience.
- 3+ years supporting enterprise applications in production environments.
- Experience supporting client-facing enterprise applications.
- Experience with cloud platforms (Azure preferred).
- Experience supporting financial services or tax applications is advantageous but not mandatory.
- Availability for on-call rotations and weekend coverage.
Ideal Candidate Profile
The ideal Production Support Engineer is someone who:
- Enjoys solving difficult production problems.
- Is comfortable communicating directly with clients and end users.
- Takes ownership from issue creation through final resolution.
- Learns new technologies quickly.
- Is proactive and driven to continuously improve.
- Collaborates effectively across technical and business teams.
- Uses AI tools to improve productivity and problem-solving.
- Demonstrates curiosity, accountability, and a strong desire to grow.
The team values attitude, ownership, communication, and learning ability as highly as technical expertise. Candidates with strong potential who demonstrate these qualities are encouraged to apply, even if they do not meet every technical requirement.
What Success Looks Like
A successful Production Support Engineer will:
- Resolve production issues efficiently while maintaining excellent customer communication.
- Build trusted relationships with users and internal stakeholders.
- Maintain ownership throughout the incident lifecycle.
- Produce clear documentation and knowledge articles.
- Contribute to automation and AI-driven operational improvements.
- Collaborate effectively with development teams.
- Continuously improve support quality, operational efficiency, and the overall user experience.