Production Support Engineer

TL;DR

Production Support Engineer: Ensuring the stability, performance, and availability of production systems and maintaining a positive customer experience with an accent on rapid response, in-depth troubleshooting, and effective resolution of customer-impacting issues. Focus on translating business impact into clear technical problem statements and collaborating with Product Development teams for permanent resolution.

Location: Barcelona. Hybrid

Salary: €450 to cover the costs associated with the adoption of a pet

Company

Rover's app and website connect dog and cat parents with loving pet sitters and dog walkers in neighborhoods across the US, Canada, and Europe.

What you will do

• Act as the primary technical point of contact when CX escalates customer-impacting issues, translating business impact into clear technical problem statements.
• Triage incoming incidents, assess severity and urgency, and communicate status updates across stakeholders.
• Troubleshoot and debug complex production issues utilizing logging platforms and monitoring tools to diagnose the root cause of problems.
• Perform code-level analysis when necessary to pinpoint defects or architectural weaknesses contributing to production instability.
• Collaborate effectively with Product Development teams to prioritize, document, and hand off confirmed bugs and large-scale systemic issues for permanent resolution.
• Act as the escalation point for the CX team when issues require deeper technical investigation or coordination with engineering teams.

Requirements

• 2+ years of experience in a Production Support, Application Support, Technical Operations, Site Reliability Engineering (SRE), Support Helpdesk or Engineering role focused on production system operations.
• Hands-on experience using monitoring and observability platforms to investigate live incidents. (e.g., Splunk, Datadog, ELK).
• Solid experience with database systems, including the ability to write and execute complex SQL queries for data analysis and issue resolution.
• Experience coordinating between CX or non-technical teams and engineering, comfortable with technical and non technical communication.
• Proficiency in at least one scripting language (e.g., Python, Bash) for automation and ad-hoc analysis.

Nice to have

• Experience with incident management frameworks (e.g. PagerDuty, OpsGenie) and platforms such as Jira Service Management or Zendesk.

Culture & Benefits

• Long-term incentive plan with a company performance-based cash payout.
• Pension plan and private medical insurance.
• 25 days PTO.
• Meal allowance and flexible compensation plan (transport and nursery).
• Flexible work hours.
• Dog-friendly office.