Viral Picks Corporation NarraTech Solutions are seeking a Senior Production Support Engineer with deep expertise in C#, API development, and distributed backend systems to lead the stability, performance, and reliability of our production environment.
This role goes beyond incident resolution, it requires ownership of production systems, proactive risk mitigation, and continuous improvement of operational processes. You will serve as a key escalation point for complex issues involving APIs, integrations, databases, and transaction processing systems, while driving root cause analysis and long-term fixes.
The ideal candidate has strong technical depth, leadership capabilities, and experience working in high-availability, transaction-heavy environments. This role operates in a 24/7 support model, including on-call rotation and incident response leadership.
Key Responsibilities:
- Lead Level 2 / Level 3 production support for C#-based web applications and backend APIs.
- Act as the primary escalation point for critical production incidents and complex system issues.
- Drive end-to-end incident management, including triage, resolution, communication, and post-incident analysis.
- Perform deep-dive root cause analysis (RCA) for recurring or high-impact incidents and implement preventive measures.
- Analyze application logs, transaction flows, and database behavior to diagnose system anomalies.
- Ensure reliability of RESTful API integrations with internal and third-party systems.
- Collaborate with engineering teams to design and implement permanent fixes, optimizations, and system improvements.
- Contribute to or lead hotfix deployments, patch releases, and minor enhancements in production systems.
- Optimize database queries and perform advanced T-SQL analysis and data correction strategies.
- Establish and improve monitoring, alerting, and observability practices to proactively detect issues.
- Define and maintain operational runbooks, incident playbooks, and technical documentation.
- Coordinate with business stakeholders and external partners during high-severity incidents.
- Mentor junior engineers and guide the team in best practices for production support and troubleshooting.
- Continuously assess and improve system resilience, scalability, and operational processes.
Qualifications:
- Bachelor's degree or diploma in Computer Science, Information Technology, or a related field, or equivalent hands-on industry experience in software development and production support.
- 5 years of experience in C# backend development and/or production support.
- Strong expertise in C#, ASP.NET Core, MVC, and Web API development.
- Proven experience designing, supporting, and troubleshooting RESTful APIs in production.
- Advanced knowledge of Microsoft SQL Server and T-SQL, including performance tuning.
- Strong experience in debugging complex production issues across multi-tier architectures.
- Solid understanding of distributed systems, integration patterns, and transactional workflows.
- Excellent problem-solving, analytical, and decision-making skills.
- Strong communication skills with the ability to engage both technical and non-technical stakeholders.
- Ability to operate effectively in a 24/7 support and on-call environment.
Preferred Qualifications:
- Experience in high-availability and transaction-intensive systems (e.g., fintech, payments, ERP).
- Familiarity with PCI-DSS, secure coding practices, and system security principles.
- Experience with observability tools (logging, monitoring, tracing).
- Experience working in Agile/Scrum environments.
- Background in incident management frameworks and SRE (Site Reliable Engineers) practices.
