Associate Production Support Engineer

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Join Our Team: Associate Production Support & Reliability Engineer

Are you driven by a passion for seamless operations and a knack for solving intricate technical puzzles? Do you excel in dynamic environments where your expertise directly impacts millions navigating the significant life event of moving?

At Updater, we’re transforming the moving experience through innovative technology. We’re seeking an Associate Production Support Engineer to join our dedicated team. In this role, you won’t just be a guardian of our critical, revenue-generating systems; you’ll be on a clear path to becoming a Site Reliability Engineering (SRE) partner, proactively preventing issues before they arise.

You’ll be part of a collaborative team that values system ownership, embraces continuous learning to evolve towards SRE practices, and is committed to achieving operational excellence through systematic improvement.

The Opportunity: Drive Reliability in a Growing Tech Company

Your primary mission over the next year will be twofold: significantly contribute to the operational strength of our Production Support team while simultaneously mastering the fundamental skills required for your evolution into a reliability engineering expert. You will play a key role in supporting our strategic shift from a reactive incident response model to a proactive Site Reliability Engineering practice designed to scale alongside Updater’s rapid growth.

What You’ll Do: Impact Production & Grow Your SRE Skills

This role offers a unique blend of ensuring system stability today and building the foundation for future reliability. Your responsibilities will include:

Ensuring System Health & Protecting Revenue:

• Actively monitor our critical production systems, which are vital to company revenue, leveraging tools like DataDog dashboards and synthetic tests.
• Respond swiftly and effectively to incidents, strictly following established escalation procedures to minimize business disruption.
• Manage technical escalations originating from internal teams and external partner call centers.
• Collaborate closely with Updater’s engineering and support teams, as well as external providers, to efficiently resolve complex issues.
• Participate in our 24×7 on-call rotation to maintain continuous oversight of our systems.
• Triage and resolve production issues using Jira workflows, ensuring clear and consistent communication with all relevant stakeholders throughout the process.

Driving Reliability Initiatives & Professional Growth:

• Begin learning and implementing Service Level Objectives (SLOs) and Service Level Indicators (SLIs) for key services.
• Develop basic automation scripts using languages like Python and Bash, and tools like the AWS CLI, to reduce manual operational tasks.
• Gain practical familiarity with Infrastructure as Code (IaC) concepts, with an introduction to tools like Terraform.
• Work alongside the DevOps team to understand CI/CD pipelines and automated deployment processes.
• Contribute to initiatives that empower developers with self-service capabilities, reducing operational dependencies.
• Support the broader Platform Engineering mission by identifying opportunities to simplify and standardize operational workflows.
• Assist in creating clear documentation and “golden path” procedures that enable teams to operate more independently and efficiently.
• Participate in cross-functional collaboration to advance our platform’s maturity and enhance the developer experience.
• Learn observability best practices, including implementing custom metrics, setting up effective alerting, and understanding Real User Monitoring (RUM).

Communicating Effectively & Collaborating Across Teams:

• Lead incident response efforts for production outages, coordinating communication and actions across various teams to restore service rapidly.
• Document incidents thoroughly and contribute constructively to blameless postmortem processes focused on system improvements rather than individual blame.
• Communicate clearly and professionally with internal teams, external partners, and leadership, especially during high-pressure situations.
• Build strong, positive relationships across the organization, assuming positive intent and celebrating team successes.

What You’ll Bring: Your Foundation & Future Potential

We’re looking for a talented individual with a solid technical foundation, a problem-solving mindset, and a strong desire to grow into a reliability engineering role. Specifically, you should have:

Essential Experience & Skills:

• At least 2 years of experience in troubleshooting production systems, networks, or applications.
• A fundamental understanding of programming concepts and basic scripting abilities.
• Experience with SQL and relational databases for data analysis and troubleshooting.
• Familiarity with API testing tools (e.g., Postman) and troubleshooting web services.
• Basic understanding of Git concepts and collaborative development workflows.
• Knowledge at the AWS Certified Cloud Practitioner level or equivalent experience with another major cloud platform.
• Proven ability to work effectively under pressure during system outages or critical incidents.
• Experience using ticketing systems and following structured escalation procedures.
• Strong problem-solving skills and the ability to analyze complex technical issues methodically.
• Excellent time management skills and the ability to prioritize multiple concurrent issues efficiently.
• Professional communication style, comfortable interacting with both technical and non-technical stakeholders.
• Experience providing clear status updates and technical explanations during incident response.
• Ability to write clear, concise documentation and incident reports.
• Comfort participating in bridge calls and leading technical discussions.

Valued Qualifications (Bonus Points):

• Basic familiarity with Infrastructure as Code (IaC) concepts, such as Terraform.
• Experience with monitoring and observability tools like DataDog, Prometheus, or Grafana.
• Understanding of containerization and Kubernetes fundamentals.
• Knowledge of CI/CD pipeline concepts and deployment automation.
• Experience with configuration management or automation tools.
• Previous experience in customer-facing technical support roles.
• Background in system administration or DevOps practices.
• Experience with incident management frameworks like ITIL or SRE practices.
• Understanding of SLA/SLO concepts and core reliability engineering principles.

Education & Background:

• A Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical field.

• OR equivalent work experience, demonstrated by an additional 2+ years of hands-on technical experience in lieu of a degree.

• A minimum of 2+ years of experience in technical support, system administration, DevOps, or related operational roles.
• A demonstrated ability to quickly learn new technologies and adapt to evolving technical environments.

Compensation & Benefits

The anticipated base salary range for this full-time position is $70,000 – $95,000. Factors influencing the starting pay within this range include skills, experience, and qualifications as aligned with Updater’s internal leveling guidelines. This posting is expected to remain open until August 17, 2025.

Subject to applicable eligibility requirements, Updater offers a comprehensive benefits package including Medical, Dental, and Vision Insurance; Unlimited PTO; 13 paid company holidays; Updater Stock Options; 401(k); Commuter Benefits; Personal Wellbeing Subsidy; New Hire Subsidy; One Medical Membership; Short Term Disability Insurance; Supplemental Life Insurance; and 12 weeks of Primary Caregiver Parental Leave.

Why Updater?

Updater is revolutionizing how 12 million households relocate annually in the US. Our platform simplifies complex tasks like forwarding mail, transferring utilities, and connecting essential services. Leading real estate companies trust Updater’s white-labeled solutions to provide their clients with a seamless, branded moving experience.

Backed by over $450 million in funding from prominent investors like SoftBank Capital and Vista Credit Partners, Updater is a recognized leader in the PropTech space. We’ve also been named one of Crain’s Best Places to Work in NYC multiple times, a testament to our vibrant culture.

Updater is a proud equal opportunity employer. We are committed to building a diverse and inclusive workplace and consider all qualified applicants regardless of background. If you require accommodation due to a disability or special need, please let us know.

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