About the Role
SUMMARY:
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POSITION INFO:
This role is responsible for supporting and maintaining a production system used by enterprise clients. It involves a mix of technical troubleshooting, client communication, and system analysis across cloud-based services and application layers. The role requires strong ownership and will be responsible for investigating and resolving issues end-to-end before escalation. What you'll do: Incident Management & Technical Support Act as the first point of contact for technical issues affecting clients and end-users Investigate incidents end-to-end, including log analysis, metric inspection, and issue reproduction Troubleshoot issues across APIs, authentication flows, backend services, and frontend applications Work with AWS services (Lambda, API Gateway, CloudWatch, DynamoDB) to diagnose production issues Escalate issues with clear findings, supporting logs, and root cause hypotheses Service Desk & SLA Management Manage ...
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