{"id":2979741,"url":"https://alion.io/job/algoworks-lead-production-support-engineer","title":"Lead Production Support Engineer","company":{"id":2091826,"name":"Algoworks","domain":"algoworks.com","url":"https://alion.io/company/algoworks-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Noida, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":2500000,"max":2800000,"currency":"INR","period":"year","gross":null,"usd_annual":29585},"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"Angular","optional":false},{"name":"Azure","optional":false},{"name":"Azure DevOps","optional":false},{"name":"C#","optional":false},{"name":"CAPA","optional":false},{"name":"CI/CD","optional":false},{"name":"Git","optional":false},{"name":"GraphQL","optional":false},{"name":"Incident Management","optional":false},{"name":"Next.js","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"TypeScript","optional":false},{"name":"ITIL","optional":true},{"name":"JavaScript","optional":true},{"name":"Material UI","optional":true},{"name":"React.js","optional":true}],"status":"live","first_seen_at":"2026-10-21T04:23:52Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-27T23:39:34Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Role: Lead Production Support Engineer\nExperience: 8+ Years\nLocation: Remote, India\nAlgoworks\nwww.algoworks.com\nAbout the Company\nAlgoworks is an award-winning artificial intelligence, engineering services and experience transformation firm with offices across the United States, Europe, South America and India. We bring together a global team of engineers, architects, designers, researchers and operators united by rigor, accountability and a commitment to delivering measurable results.\nFor over 20 years, Algoworks has partnered with Fortune 500 organizations across the Americas, Europe and Asia to define, build and run\ntechnology that drives meaningful business outcomes. Our work combines human-centered design, engineering excellence and AI-powered capabilities to solve complex challenges with clarity and precision. Innovation, particularly in the responsible application of AI, is embedded in how teams approach problem-solving and continuous improvement.\nAt Algoworks, growth is continuous and closely tied to impact. Teams collaborate across geographies and disciplines, strengthening outcomes through shared insight and collective expertise. The culture values transparency, open dialogue and an environment where every voice is heard and contribution is recognized.\nThrough collaboration, accountability and a focus on results, Algoworks operates at the intersection of technology and people, building not only advanced systems but strong global teams that elevate performance and create lasting impact.\nFollow the video below to know about us! Clipchamp\nRole Overview\nWe are seeking an experienced, hands-on Lead Production Support Engineer to provide technical leadership and oversee Tier 2/3 production support for a cloud-based SaaS platform serving the construction industry.\nThe role involves serving as the primary technical escalation point for complex production issues, leading incident investigations, driving root cause analysis, and ensuring timely resolution of critical application and infrastructure problems.\nThe successful candidate will work closely with Engineering, Customer Support, DevOps, and Product teams to maintain platform stability, improve support processes, and reduce recurring production issues. This is a hands-on technical leadership role requiring deep troubleshooting expertise, strong ownership, and the ability to guide and mentor other engineers.\nKey Responsibilities\n1. Technical Leadership & Production Support\nServe as the technical lead and primary escalation point for complex Tier 2/3 production incidents across applications, APIs, databases, and Azure infrastructure.\nLead end-to-end incident investigation, troubleshooting, resolution, and technical escalation for high-priority production issues.\nTake ownership of critical incidents, ensuring timely diagnosis, stakeholder communication, and resolution within agreed service levels.\nTroubleshoot and debug applications across Angular, Next.js, TypeScript, .NET Core, C#, REST and GraphQL APIs, microservices, MongoDB, SQL Server, and Microsoft Azure.\nGuide and mentor support engineers in troubleshooting techniques, incident management, and technical problem-solving.\nProvide technical direction during complex investigations and coordinate cross-functional efforts to restore service.\n2. Incident Management & Root Cause Analysis\nLead technical investigations into recurring, high-impact, and business-critical production incidents.\nPerform detailed root cause analysis (RCA), identify underlying technical issues, and recommend corrective and preventive actions.\nAnalyze application logs, telemetry, API responses, database performance, and infrastructure metrics using Azure Monitor, Application Insights, and related diagnostic tools.\nInvestigate data inconsistencies, application errors, performance degradation, authentication failures, and integration issues.\nWrite and optimize SQL and MongoDB queries to diagnose data-related incidents and performance bottlenecks.\nPartner with Engineering and DevOps teams to implement permanent fixes and reduce repeat incidents.\nIdentify incident trends and recommend improvements to application reliability and operational stability.\n3. Operational Excellence & Process Improvement\nEstablish and improve production support processes, troubleshooting standards, escalation procedures, and incident response practices.\nDevelop and maintain technical runbooks, knowledge base articles, troubleshooting documentation, and support procedures.\nMonitor production health, identify potential risks, and proactively address emerging issues.\nSupport production deployments, release validation, and post-deployment monitoring.\nTrack and improve operational performance, including incident response times, resolution times, recurring incidents, and support effectiveness.\nIdentify opportunities to automate repetitive support tasks and improve operational efficiency.\n4. Cross-Functional Collaboration & Communication\nAct as the technical liaison between Production Support, Engineering, DevOps, Customer Support, and Product teams.\nCoordinate with Engineering to prioritize production defects, validate resolutions, and track fixes through completion.\nCommunicate incident status, technical findings, business impact, and resolution plans clearly to technical and non-technical stakeholders.\nEnsure timely communication during production incidents, including escalations, updates, and handoffs.\nCollaborate with distributed teams across the US and India, ensuring consistent coverage, availability, and knowledge transfer.\nDemonstrate accountability, responsiveness, and ownership of production support commitments.\nRequired Technical Skills & Competencies\n8+ years of experience in Production Support, Application Support, Technical Support, or Software Engineering within enterprise or SaaS environments.\n2+ years of experience in a technical lead, senior escalation, or incident management capacity.\nStrong hands-on experience troubleshooting and debugging C#/.NET Core applications, REST APIs, and microservices.\nStrong working knowledge of Angular-based web applications and frontend-to-backend troubleshooting.\nAdvanced SQL troubleshooting skills, including complex queries, joins, execution plans, and performance investigation.\nHands-on experience with MongoDB, including query troubleshooting, data investigation, and indexing concepts.\nStrong production support experience with Microsoft Azure, including application hosting, monitoring, and infrastructure troubleshooting.\nExperience using Azure Application Insights, Azure Monitor, and log analysis tools to investigate production incidents.\nDemonstrated ability to lead root cause investigations and drive permanent resolutions for recurring production issues.\nExperience with incident management, escalation procedures, and SLA-driven support environments.\nStrong understanding of Azure DevOps, Git, CI/CD pipelines, and production deployment processes.\nAbility to troubleshoot complex issues across multiple application and infrastructure layers.\nExcellent written and verbal communication skills, including explaining technical issues to non-technical stakeholders.\nStrong leadership, ownership, prioritization, and problem-solving skills.\nAbility to mentor engineers, coordinate cross-functional teams, and drive incident resolution with minimal supervision.\nMust-Have Skills\n8+ years of experience in Production Support, Application Support, Technical Support, or Software Engineering.\n2+ years of technical leadership, senior escalation, or incident management experience.\nStrong hands-on experience with C# and .NET Core application troubleshooting.\nExperience troubleshooting REST APIs and microservices.\nWorking knowledge of Angular-based applications and frontend-to-backend issues.\nAdvanced SQL troubleshooting, query optimization, and database performance investigation.\nHands-on MongoDB experience, including queries, data investigation, and indexing concepts.\nProduction support experience with Microsoft Azure.\nExperience with Azure Monitor, Application Insights, and log analysis.\nStrong root cause analysis and incident management capabilities.\nKnowledge of Azure DevOps, Git, CI/CD pipelines, and production deployment processes.\nExcellent communication, ownership, and cross-functional coordination skills.\nGood to Have Skills\nExperience supporting large-scale, multi-tenant SaaS platforms.\nExperience with Next.js, TypeScript, Material-UI, and responsive web applications.\nExperience troubleshooting authentication and authorization using OAuth, JWT, Azure AD B2C, NextAuth.js, or MSAL-Angular.\nFamiliarity with performance optimization, distributed tracing, and microservices troubleshooting.\nExperience improving operations through automation, monitoring, and proactive issue detection.\nFamiliarity with ITIL practices, incident management, problem management, and post-incident reviews.\nExperience working with geographically distributed engineering and support teams.\nDesired Attributes\nStrong technical ownership and the ability to independently manage critical production incidents.\nExcellent troubleshooting, analytical, and root cause analysis skills.\nAbility to guide and mentor engineers through complex technical investigations.\nStrong prioritization and decision-making skills under pressure.\nClear, proactive, and transparent communication with technical and non-technical stakeholders.\nAbility to collaborate across Engineering, DevOps, Customer Support, and Product teams.\nFocus on operational excellence, platform stability, and continuous improvement.\nAbility to work independently while coordinating cross-functional incident resolution.\nSuccess Criteria\nCritical production incidents are owned, coordinated, and resolved with minimal disruption.\nComplex technical escalations are investigated thoroughly and addressed without excessive dependency on Engineering.\nRecurring production problems are reduced through permanent corrective actions.\nSupport engineers receive effective technical guidance, improving team troubleshooting capabilities.\nCommunication with Customer Support, Engineering, and business stakeholders is proactive and transparent.\nProduction support processes, documentation, and operational metrics continuously improve.\nThe team demonstrates strong accountability, technical ownership, and operational reliability.\nInterview Process\n2-3 rounds of 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