Production Support Engineers

3 weeks ago

india, IN Everise Full time

EverAI Labs, a group company of Everise Inc., is an upcoming startup in the customer service industry, dedicated to enhancing operational efficiency and workforce development through innovative automation solutions. We are developing a comprehensive set of platforms that focuses on using the latest technology to enable our clients deliver better and faster customer experience.


We are seeking for experienced SRE/Production Support Engineer to join our dynamic team and ensure the seamless operation of our EverAI Suite products. In this role, you will provide 24/7 production support, troubleshoot issues, monitor system performance, and collaborate with development teams to maintain high availability and reliability. This position is ideal for problem-solvers who thrive in fast-paced environments and are passionate about AI technologies.


Key Responsibilities

  • Monitor production environments for EverAI Suite products (EverAI Simulator, EverAI Recruiter, and EverAI Knowledgeminer) using tools like Splunk, Prometheus, Grafana, ELK Stack, or similar monitoring systems.
  • Respond to incidents, alerts, and user-reported issues in a timely manner, performing root cause analysis and implementing fixes or workarounds.
  • Collaborate with cross-functional teams (development, QA, and operations) to resolve complex production problems and prevent recurrence.
  • Maintain and update documentation for support processes, troubleshooting guides, and knowledge bases.
  • Perform routine maintenance tasks, such as patching, scaling resources, and optimizes performance in cloud-based infrastructures (e.g., AWS, Azure, or GCP).
  • Participate in on-call rotations to provide after-hours support and ensure SLAs are met.
  • Analyze logs, metrics, and traces to identify trends, potential bottlenecks, and areas for improvement.
  • Assist in deployment activities, including CI/CD pipeline support and rollback procedures.
  • Contribute to continuous improvement initiatives, such as automating support tasks and enhancing monitoring capabilities.


Required Qualifications

  • Bachelor’s degree in computer science, Information Technology, Engineering, or a related field (or equivalent experience).
  • 3+ years of experience in production support, DevOps, or site reliability engineering (SRE) roles.
  • Strong troubleshooting skills with experience in debugging distributed systems, APIs, and microservices architectures.
  • Proficiency in scripting languages such as Python, Bash, or PowerShell for automation.
  • Hands-on experience with cloud platforms (AWS, Azure, GCP) and containerization tools (Docker, Kubernetes).
  • Familiarity with monitoring and logging tools (e.g., Splunk, Datadog, New Relic).
  • Knowledge of databases (SQL/NoSQL) and networking concepts.
  • Excellent communication skills, with the ability to explain technical issues to non-technical stakeholders.
  • Ability to work in a shift-based or on-call environment.


Preferred Qualifications

  • Experience supporting AI/ML-based products or SaaS platforms.
  • Certifications such as AWS Certified DevOps Engineer, Google Cloud Professional SRE, or equivalent.
  • Familiarity with incident management frameworks (e.g., ITIL) and tools like PagerDuty or Jira.
  • Strong problem-solving mindset with a proactive approach to preventing issues.


If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

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