{"id":3696471,"url":"https://alion.io/job/hexaware-technologies-production-support-engineer","title":"Production Support Engineer","company":{"id":1478,"name":"Hexaware Technologies","domain":"hexaware.com","url":"https://alion.io/company/hexaware-technologies","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":77,"open_postings":14,"ghost_share":0,"stale_share":0.929,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false}],"status":"live","first_seen_at":"2026-11-03T17:54:59Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T06:35:57Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role : Production Support Engineer\nLocation : Alpharetta GA\nMode of Hire : Fulltime\nIT Support Specialist III Responsibilities\nProvide advanced technical support for complex applications by identifying, troubleshooting, and resolving application issues reported by users. Develop and implement software solutions to address application errors and improve system functionality. Support end users by providing systems administration assistance, coordinating stakeholder discussions, updating documentation, and conducting user training. Monitor system performance, analyze technical issues, and recommend enhancements to improve application stability and user experience.\nKey Objectives\nProvide Tier III support for complex applications and systems, ensuring timely resolution of technical issues and service requests.\nAnalyze, troubleshoot, and resolve application errors reported by internal and external users.\nDevelop and implement software solutions, fixes, and enhancements to address recurring application issues.\nProvision and manage user access while ensuring compliance with security policies and procedures.\nAddress security-related issues including user ID management, password resets, and access control requests.\nLog, track, and manage support interactions through ticketing systems, ensuring accurate documentation and timely updates.\nEscalate unresolved issues to appropriate technical teams and monitor progress through resolution.\nFollow up with stakeholders and users regarding escalated incidents and service requests.\nProvide technical assistance to customers via phone, email, web chat, and other support channels.\nPerform emergency system setup, configuration, and user onboarding activities as required.\nCreate, maintain, and update training documentation, user guides, and knowledge base articles.\nConduct end-user training sessions and provide guidance on routine system operations and best practices.\nMonitor applications and systems for errors, defects, performance issues, and enhancement opportunities.\nAnalyze system logs, performance metrics, and user feedback to identify trends and recommend improvements.\nCollaborate with developers, infrastructure teams, and business stakeholders to resolve complex technical problems.\nParticipate in troubleshooting efforts for production issues and support ongoing application maintenance activities.\nEnsure adherence to support processes, service level agreements (SLAs), and organizational standards.\nContribute to continuous improvement initiatives by identifying opportunities to enhance support processes and system reliability.\nCommunicate effectively with technical and non-technical audiences regarding issue status, resolutions, and recommendations.\nSupport operational excellence through proactive monitoring, documentation updates, and knowledge-sharing activities.\nRequired Qualifications\nBachelor's degree in Computer Programming, Information Technology, Computer Science, or equivalent training and experience.\n5-7 years of experience providing application support, technical support, or systems administration services.\nStrong troubleshooting and problem-solving skills with the ability to diagnose and resolve complex technical issues.\nExperience supporting enterprise applications and end-user computing environments.\nExcellent verbal and written communication skills.\nStrong customer service and interpersonal skills.\nAbility to work independently, prioritize tasks, and manage time effectively.\nExperience documenting technical processes, procedures, and training materials.\nKnowledge of user access management, application support processes, and incident management practices.\nAbility to interact effectively with cross-functional teams and stakeholders at all levels.\nExperience supporting customers through multiple communication channels including phone, email, and chat.\nStrong analytical skills with the ability to identify process improvement and system enhancement opportunities.","description_format":"text","description_chars":3976,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Software","Business Process Outsourcing (BPO)","Custom Software 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