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About the Role
The Senior Production Support Engineer handles incident triage, issue reproduction, environment support, release support, integration failures, defect coordination, and pod escalation support. This impactful role will serve as a key onshore partner to Product and Engineering during live incidents, high-priority releases, and ambiguous production issues.
Responsibilities
- Handle incident triage, issue reproduction, support diagnostics, and escalation management across production systems and workflows
- Investigate application, integration, configuration, and environment issues with a focus on restoring service and clarifying root cause
- Support high-priority incidents that require close coordination with engineering, product, or business stakeholders
- Act as a close day-to-day support partner to pods during live releases, stabilization periods, and production issue follow-up
- Support release-watch activities and confirm production-readiness checks are executed consistently
- Help identify support risks before they become material incidents
- Document incidents clearly, coordinate handoffs to Engineering, and help ensure issues are tracked through resolution
- Improve runbooks, issue patterns, and support evidence to increase repeatability and speed of response
- Partner with QA and Engineering to reduce escaped defects and recurring support pain points
- Translate technical issues into clear business impact statements for finance-sensitive workflows
- Help distinguish true defects from data issues, process exceptions, or user enablement gaps
- Escalate material issues quickly and clearly
Requirements
- 5+ years of production support, application support, systems support, or software operations experience
- Experience with modern application environments, APIs, integrations, and workflow-driven platforms
- Strong troubleshooting skills and comfort reading logs, tracing workflows, and reproducing issues
- Ability to work closely with engineers, product managers, QA, and business stakeholders, translating technical findings into business-relevant language
- Comfort handling ambiguous, escalation-heavy, and high-pressure incidents in a disciplined way
- Bachelor's degree preferred
Skills
- Production support
- Application support
- Systems support
- Software operations
- Modern application environments
- APIs
- Integrations
- Workflow-driven platforms
- Troubleshooting
- Log analysis
- Workflow tracing
- Issue reproduction
- Communication
- Project management
- Mentoring
- Leadership
Location
- US offices
- Remote
Work Type
- Hybrid
- Remote
Experience Level
- Senior
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $115,000 to $145,000
Benefits
- Benefits
- Bonus
About the Company
- We are the better way to work in finance. As private equity’s value creation partner, we sit at the heart of PE—where sponsors and CFOs meet. Through financial consulting rooted in data, technology, and AI, we help clients drive value—supporting the office of the CFO to drive end-to-end value creation.
- If you crave challenging work and are looking to grow, come solve complex issues alongside 1,600+ finance & technology experts in a supportive, collaborative environment.
- Backed by premier private equity firms and headquartered in New York with 11 offices around the globe, we are a high-growth, entrepreneurial firm looking for people who want to be part of building something great. Come make your mark.
Equal Opportunity
- Accordion is an Equal Opportunity Employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.