Production Support Engineer

Top 3 reasons to join us

• Attractive Salary and Benefits
• Amazing Clients
• Product driven company

Job description

Job Summary: The Production Support Engineer is responsible for troubleshooting, maintaining, and optimizing business-critical production applications and infrastructure. This role involves handling escalated issues from Level 1 support, performing detailed root cause analysis, supporting monthly maintenance activities, and ensuring SLA compliance. The engineer will collaborate closely with development, infrastructure, and database teams to deliver system stability and operational excellence. 

Essential Functions:

• Application and System Support:
  • Administer and resolve application issues, provide timely updates, and perform root cause analysis.
  • Perform detailed troubleshooting, log analysis, and root cause investigations for application and infrastructure incidents.
  • Provide software application support, including monitoring, escalation, and incident response.
  • Support application outages by executing recovery plans and participating in post-mortem analysis.
• Infrastructure Management and Automation:
  • Assist in making infrastructure adjustments and improvements using Infrastructure as Code (IaC) tools such as Terraform and Ansible.
  • Collaborate with infrastructure teams to implement changes for scalability, security, and reliability.
  • Contribute to continuous improvements in deployment processes, infrastructure optimization, and system performance.
• SLA and Operations Management:
  • Work within established Service Level Agreements (SLAs) to ensure timely issue response and resolution.
  • Develop, maintain, and document known issues, workarounds, and standard operating procedures (SOPs).
  • Participate in regular on-call rotations and ensure timely communication and escalation during incidents.
• Maintenance and Reliability:
  • Plan, schedule, and execute monthly maintenance activities on test and production servers, including patches, updates, and health checks.
  • Contribute to system reliability initiatives to proactively reduce incidents and increase uptime.
• Continuous Improvement:
  • Develop automation scripts and tools to improve operational support and reduce manual interventions.
  • Stay updated with emerging technologies and best practices in production support, DevOps, SRE, and cloud operations.
  • Participate in ongoing training and knowledge-sharing initiatives within the team.
  • Analyze application and background process performance.
• Nice to have:
  • Recommend and implement performance tuning.
  • Deploy and support SSO, SSL, and vanity URL configurations.

Your skills and experience

The most successful candidates for this role will have:

• Technical Expertise:
  • Proficient in application troubleshooting, root cause analysis, and log diagnostics.
  • Experience with SQL queries and database management (primarily SQL Server).
  • Knowledge of programming/scripting languages (Python, PowerShell, Bash).
  • Hands-on experience with Infrastructure as Code tools such as Terraform and Ansible.
  • Familiarity with Azure/Google Cloud/Kubernetes are a plus but not required
  • Familiar with middleware technologies such as IIS, Traefik, and ElasticSearch.
  • Understanding of networking concepts and web technologies (APIs, HTTP, DNS).
  • Knowledge of containerization using Docker
• Systems and Tools Proficiency:
  • Skilled in administering Windows and Linux systems through command-line interfaces.
  • Experienced with system monitoring, alerting tools, and incident response workflows.
  • Ability to manage and maintain cloud-based and on-premises infrastructure environments.
• Soft Skills:
  • Customer-focused mindset with a proactive approach to problem-solving.
  • Strong documentation, communication, and incident management skills.
  • Ability to work under pressure, prioritize tasks effectively, and adapt to fast-paced environments.
  • Strong teamwork and collaboration skills across development, infrastructure, and support teams.
• Preferred Skills:
  • Familiarity with infrastructure security practices and compliance requirements.
  • Ability to guide and mentor junior team members during troubleshooting and support activities.
• Physical Demands & Working Conditions:
  • Ability to support on-call rotation, which may include night and/or weekend work.
  • Prolonged periods of sitting and/or standing at a desk and working on a computer.

Department: Information Technology 

Reports to: VP of IT & Infrastructure

Why you'll love working here

You would love to work and find those values with us:

• Distributed decision making: We also allow each employee to directly weigh in on our priorities.
• Transparency: We value transparency, openness, and accountability, whether it is with our customers or internally. 
• Meritocracy: Employee's recognition and advancement is based purely on their individual and collective achievements.
• Deep work: We do everything we can to let you focus deeply on your work.

Our benefits include:

• Attractive salary package.
• 100% Gross Salary in the probation period.
• 13th-month salary. 
• 18 days of annual leaves (cashback allowed if not used).
• 4 days for an overseas company trip.
• Multiple allowances (Lunch, Gym, Parking, Birthday/Tet/Wedding voucher... ).
• Full social, health, and unemployment insurance.
• Premium healthcare insurance for you and coverage for 1 extra family member.
• Monthly team-building activities (Bowling, Go-Kart, Candle Handmade workshop....) and special celebrations on Autumn Festival, Halloween, Christmas, Tet, …
• Monthly happy lunch and daily happy hours with free snacks, soft drinks, fruit, and coffee.
• Sports activities (PlayStation 5, Badminton, Football,...)

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By submitting your application, you acknowledge that you have read and understood OL Vietnam’s Privacy Policy. Any consent provided herein is explicit and voluntary.

Based on your consent, OL Vietnam will process your personal data for recruitment for the position you apply for, including evaluating your candidacy, communicating with you, and, where applicable, verifying relevant information as part of the selection process. If you would like OL Vietnam to consider you for future suitable roles, we will request your separate, explicit consent and you may withdraw consent at any time as described in the Privacy Policy. For details on how we handle your information, please refer to our Privacy Policy on OLVN Website. 

Please be aware:

Orange Logic only communicates with candidates through official @orangelogic.com email addresses or via LinkedIn from a verified Orange Logic Talent Acquisition employee listed under “Meet the Hiring Team.” We do not conduct interviews via text message or request payment or equipment purchases at any stage of the hiring process.