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Production Support Engineer



Software Engineering, Product, Customer Service
Sofia, Bulgaria
Posted on Monday, July 3, 2023

Production Support Engineer - A3/A2

Who are Tide:

At Tide, we’re on a mission to save businesses time and money. We’re the leading provider of UK SME business accounts and one of the fastest-growing FinTechs in the UK. Using the latest tech, we design solutions with SMEs in mind and our member-driven financial platform is transforming the business banking market. Not only do we offer our members business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses.

Tide is about doing what you love. We’re looking for someone to join us on our exciting scale up journey and be a part of something special. We are wanting passionate Tideans to drive innovation and help build a best-in-class platform to support our members. You will be comfortable in ambiguous situations and will be able to navigate the evolving FinTech environment. Imagine shaping how millions of Tide members discover and engage with business banking platforms and building this on a global scale.

What we’re looking for:

Production Support keeps Tide’s production platform running smoothly through proactive monitoring and by providing technical expertise in support of business operations. The team is a 2nd and 3rd line technical support team, and as a Production Support Engineer, you would be working closely with the front line and backend teams and the Agile delivery teams (to name just three of many!). Working to deliver a responsive, efficient and reliable support service to ensure our members have the best experience possible. You’ll investigate production issues, facilitate escalations and suggest workarounds. You’ll ensure software bugs are confirmed before assigning business areas for prioritisation. You’ll find yourself leading escalations and process improvements.

As a Production Support Engineer you’ll be:

  • Owning issues from start to finish; collaborating with technical engineers, third parties and business teams in order to resolve complex problems ensuring issues are understood and owned until their conclusion
  • Investigating problems, working across multiple teams
  • Managing incidents, ensuring process is followed and following up on actions
  • Managing competing priorities in a fast moving and sometimes demanding environment
  • Supporting the constant changes and improvements being driven across the company to develop and improve our services, whilst helping to ensure the continued stability of theplatform
  • Assessing platform performance, alerting teams and making recommendations on potential causes/improvements
  • Reporting data of interest or regular statistic information,along with any analysis as required both internally and to a wider Tide group
  • Supporting the changing demands of the team which may include participation in the out of hours on-call rota (additionally compensated for), ensuring that urgent issues are responded to, escalated and addressed effectively, and in line with policy and process
  • Working with our Operational teams and 3rd party technology partners, maintaining standards and relationships

What makes you a great fit:

  • Excellent spoken and written English skills
  • Any spoken and written German skills would be beneficial
  • You have 2+ years of experience in a production support environment
  • You have spent time in a technical support capacity
  • You are customer focused, everyone is our customer
  • You have worked with service monitoring, alerting processes and tools
  • You are experienced in incident handling either within an ITIL framework or another in-house formally structured method
  • You have an analytical mind and be driven by solving problems, we’re after someone who’s not afraid to get their hands dirty digging into the detail
  • You are used to working with multiple teams across different disciplines in order to get the right outcome
  • You are comfortable working in a fast-moving company where priorities can change and processes may need to be created from scratch
  • You have excellent communication and reporting skills, able to work confidently and effectively with any technical or non-technical teams
  • You are highly organised, self-managed, collaborative and proactive in your approach
  • You are confident in owning issues, until their conclusion

Our Tech Stack (You don’t have to excel in all, but willing to learn them):

  • You have good working experience of

RESTful APIs and Web Services

RDBMS, specifically MySQL and PostgreSQL, with good SQL skills

Troubleshooting backend, web and mobile applications using log data

  • You have some experience working with AWS, preferably in Unix/Linux environments
  • You have worked with Jira and Confluence tools, and be familiar with customer ticketing systems

What you’ll get in return:

Make work, work for you! We are embracing new ways of working and support flexible working arrangements. With our Working Out of Office (WOO) policy our colleagues can work remotely from home or anywhere in their assigned Indian state. Additionally, you can work from a different country or Indian state for 90 days of the year. Plus, you’ll get:

  • 25 days holiday
  • Additional health and dental insurance
  • Fully covered Multisport card
  • Food vouchers
  • We invest in your development with a 1,000 BGN professional L&D budget per year and up to three L&D paid days off
  • Snacks, light food, drinks in the office
  • Enhanced family-friendly leave
  • Flexible working

Tidean Ways of Working

At Tide, we’re Member First and Data Driven, but above all, we’re One Team. Our Working Out of Office (WOO) policy allows you to work from anywhere in the world for up to 90 days a year. We are remote first, but when you do want to meet new people, collaborate with your team or simply hang out with your colleagues, our offices are always available and equipped to the highest standard. We offer flexible working hours and trust our employees to do their work well, at times that suit them and their team.

Tide is a place for everyone

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status. We believe it’s what makes us awesome at solving problems! We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.