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Robert Half Logo Robert Half · IT - Software Development

Production Support Engineer

United States, Austin · Job Posted May 26, 2026
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Job Description

Robert Half is actively partnering with an Austin-based client to identify a production support engineer (contract). In this role, you will be ensuring the reliability, performance, and availability of a cloud-based platform that supports core business operations and lead incident response efforts, mentor a support team, and partner cross-functionally to enhance system stability and scalability. This role is onsite in Austin, Tx.

Job Responsibility

  • Oversee the health, performance, and uptime of a cloud-based application platform
  • Act as a player/coach, actively contributing to issue resolution while guiding the team
  • Lead incident response and resolution efforts, driving improved SLAs and faster recovery times
  • Perform root cause analysis (RCA) and implement preventative solutions
  • Collaborate with engineering, QA, and operations teams to support smooth releases and deployments
  • Identify and implement improvements to system reliability, monitoring, and support processes
  • Maintain a strong customer-first mindset with accountability for production stability
  • Develop and support team members through coaching, mentoring, and regular feedback
  • Create and maintain technical documentation, including SOPs, runbooks, and incident reports
  • Stay current on best practices related to cloud platforms, observability, and production support

Requirements

  • 5+ years of experience in Production Support, Site Reliability Engineering, or similar roles within a SaaS environment
  • Proven experience leading or mentoring technical support or SRE teams
  • Extensive understanding of SDLC and production support frameworks
  • Experience working with databases, APIs, and web-based systems
  • Advanced ability to write and analyze complex SQL queries
  • Hands-on experience with monitoring, logging, and debugging tools (e.g., log analytics, diagnostics platforms)
  • Proficient troubleshooting and investigative skills in live production environments
  • Familiarity with cloud platforms (Azure preferred) and PaaS environments
  • Experience with automation and scripting for operational efficiency
  • Excellent communication skills and a strong sense of ownership

Nice to have

  • Experience supporting financial systems or transaction-based platforms
  • Knowledge of payment processing (e.g., card transactions, electronic payments)
  • Ability to read and contribute to code (e.g., C#, JavaScript)
  • Experience building or scaling high-performing support teams
  • Familiarity with compliance and security standards in regulated environments
  • Exposure to DevOps practices and CI/CD pipelines
  • Relevant technical certifications (cloud, Microsoft stack, etc.)

What we offer

  • Healthcare (medical, dental, and vision plans)
  • 401(k) and retirement plans
  • Commuter benefits
  • Employee and vendor discounts
  • Employee Assistance Program (EAP)
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