Production Support Engineer

As a Production Support Engineer you’ll bridge the gap between customer support and engineering. You will investigate, triage, and resolve support requests, conduct proactive log analysis, and collaborate with squads to recommend improvements or implement bug fixes.

What you’ll be doing

• Review, triage, and reproduce escalated user issues.
• Resolve low-risk or straightforward issues.
• Collaborate with the Customer Support team and stakeholders across the business.
• Proactively identify recurring user issues and contribute to root cause analysis.
• Investigate and resolve logging errors.
• Maintain and author knowledge-base articles and troubleshooting documentation.
• Build and maintain dashboards and alerting frameworks.

• Strong technical troubleshooting skills.
• Experience with observability tools such as Kibana, Sentry, and Grafana.
• Programming skills (Python, Shell, PHP, Go, etc.) for automation and tooling.
• Familiarity with Agile tools such as JIRA.
• Experience with frontend languages (TypeScript).
• Experience with CI/CD pipelines and deployments.
• Knowledge of best practices in observability.
• Collaborative approach, comfortable working across multiple teams.
• Strong communication skills, open to new perspectives.
• Willingness to learn, develop new skills, and adopt a flexible, team-oriented mindset., * Screening interview with Recruitment (30 min).
• Technical test via GitHub (1 week to complete).
• Pairing exercise (1 h 15 min) with two Engineers.
• Final stage interview: culture and values (1 h) and CV/experience discussion (30 min) with the Head of Engineering & team.

• £35,000 - £43,000, dependent upon experience.
• 33 days annual leave (inclusive of bank holidays).
• 3 gifted days off at Christmas.
• EMI Share Options Scheme.
• Generous individual learning and training allowance.
• Truly flexible hours.
• Full home-working set-up and collaborative office space.
• Free Leeds City Centre office parking.
• Nomad working policy with family travel insurance.
• Enhanced 26-week maternity and 4-week paternity (fully paid).
• 2 volunteering days per year.
• Health cash plan (from glasses to massages).
• 6 % employer pension contribution.

About Genio

We create beautifully simple learning tools to boost knowledge, skills, and confidence. We’re a SaaS scale-up, one of the fastest growing tech companies in the North, with 100+ employees across the UK and headquarters in Leeds. Our award-winning software is used by 100,000s of students at over 800 universities and colleges worldwide. We’re growing to support 1 million students to become better learners by 2030., Leeds office - hybrid working with the option to work remotely from anywhere in the UK if you live more than 50 miles from the office.