Production Support Engineer

**About HelloNote**
HelloNote is a web-based application that allows physical, occupational, and speech therapists to create defensible, legible, and comprehensive patient documentation.
Securely enter, save, and access patient data anytime, anywhere, from any web-enabled device.
We are passionate about what we do and gravitate toward individuals who share our vision and desire to challenge the conventional way of thinking. We believe wholeheartedly in a work-life balance and providing the culture needed to nurture creative minds. We strive to hire people who are not only accomplished in their respective fields, but who pursue passions in their personal time.

**In this role, you will:**
Act as the primary point of contact for troubleshooting and resolving issues in our live production environment.
Monitor application performance and ensure uptime, availability, and reliability.
Investigate and escalate issues as needed to the development team, providing clear communication and context.
Perform root cause analysis of incidents and work on implementing solutions to prevent future occurrences.
Collaborate with the development and DevOps teams to deploy and validate fixes or improvements in production.
Maintain documentation related to issue resolution, system architecture, and processes.
Work closely with end users and internal teams to resolve any application issues and provide support for ongoing queries.
Participate in an on-call rotation to provide 24/7 support when necessary.

**The basic requirements for this role are:**
• 3+ years of experience in production support, technical support, or a similar role
• Strong troubleshooting skills, with the ability to diagnose issues across different layers, including application, database, and infrastructure
• Experience with monitoring tools and systems like Azure App Insights, Datadog, or similar
• Familiarity with log management tools like Log Analytics
• Knowledge of SQL and the ability to query databases for troubleshooting purposes
• Familiarity with CI/CD pipelines, automated deployments, and cloud platforms like Azure
• Understanding of ITIL practices and experience in incident management

**Qualifications:**
• Bachelor’s degree in a technical field, or equivalent experience
• Strong understanding of web applications and services architecture
• Experience working with the following:
o ASP.Net Core / MVC applications
o SQL Server for diagnosing issues
o Scripting knowledge (PowerShell, Bash, etc.)
o Application performance monitoring tools

**What’s in it for you?**
• An exciting Full-Time position
• Competitive pay (negotiable)
• Work from home
• Work with awesome people in a dynamic and successful business
• Supportive and open-minded employer