Production Support Engineer

Leobit’s customer is a privately owned full-service mortgage company headquartered in New Jersey, United States. The company can be recognized as the nation’s leading renovation and manufactured home lender with the main focus on simplifying the overall lending process. It helps homeowners, homebuyers, and mortgage professionals achieve their financing goals by delivering innovative mortgage solutions and flawless customer experience. The company’s services are not limited and provide uniquely differentiated products and technologies for its B2B and B2C mortgage transactions.

We are looking for a Production Support Engineer to join our team.

Requirements:

• At least 1 year of working experience in a technical support role (L2/L3), QA or software development
• Demonstrated ability to read and interpret application logs, stack traces, and exception dumps
• Working familiarity with at least one programming language sufficient to read and follow source code (C# or JavaScript preferred)
• Working understanding of SQL to investigate data-layer issues
• Ability to correlate source code and requirements documents with observed runtime behavior to identify defect origins
• Strong understanding of Agile processes and ticketing workflows
• Ability to manage multiple tasks in a fast-paced environment, with strong problem-solving, critical thinking, and active listening skills
• Availability to work 11:00–20:00 Kyiv time, with a mandatory 4-hour overlap (16:00–20:00 Kyiv) with the EST-based team
• Experience with log aggregation and observability platforms (e.g., Splunk, Datadog, Elastic/Kibana, New Relic) (would be a plus)
• Exposure to REST or SOAP APIs and ability to trace integration failures (would be a plus)Familiarity with Azure DevOps or Jira (would be a plus)
• Bachelor’s or Master’s degree in Computer Science or in “STEM” Majors (would be a plus)
• Level of English: Upper-Intermediate (at least)

Responsibilities:

• Receive second-tier technical escalations from first-tier support and take ownership through to resolution or qualified handoff
• Analyze application logs, distributed traces, and stack dumps to identify the origin and nature of production issues
• Cross-reference runtime behavior against requirements documentation and source code to distinguish bugs from misconfigurations
• Reproduce production issues in non-production environments to support engineering handoffs
• Write clear, evidence-backed bug reports and change orders so developers have everything needed to implement a fix
• Interface directly with end-users and stakeholders to gather context, clarify symptoms, and communicate status updates
• Monitor application health dashboards and alerting systems, responding proactively to anomalies
• Validate software releases and hotfixes against reported production issues
• Maintain and contribute to a knowledge base of known issues, diagnostic patterns, and system behavior documentation

We offer:

• Interesting and challenging projects
• Competitive compensation and regular results-based salary review
• A broad range of professional education and personal development possibilities
• Comfortable and cozy working environment
• Motivated colleagues with profound knowledge of the technical field
• Attractive compensation package

Accelerate your career with Leobit!