Production Support Engineer

What we are looking for

We are seeking a highly motivated and technically skilled Support Engineer to join our team. This role is critical in ensuring the stability, performance, and availability of our production systems and maintaining a positive customer experience. The ideal candidate will serve as the primary technical liaison between our Customer Experience (CX) team and our Product Development teams, focusing on rapid response, in-depth troubleshooting, and effective resolution of customer-impacting issues. This is an ideal position for a technical, customer-focused individual familiar with large-scale consumer websites and mobile applications. We are looking for someone who can thrive in a collaborative environment, have a true passion for Rover’s mission and values and are passionate about building a deep and wide understanding of Rover’s systems and using those to improve our systems.

Please note that this role is part of a cross-regional team and may require some flexibility in working hours to ensure good alignment with the rest of the team. We follow a hybrid model (Mondays & Thursdays in our office in Poblenou, Barcelona).

Your Responsibilities

Act as the primary technical point of contact when CX escalates customer-impacting issues, translating business impact into clear technical problem statements.

Triage incoming incidents, assess severity and urgency, and communicate status updates across stakeholders in a clear and timely manner.

Manage the incident lifecycle from initial report through resolution, communicating status updates clearly to relevant stakeholders (CX, Product, Engineering).

Develop and maintain comprehensive runbooks and knowledge base articles for common issues and standard operational procedures.

Troubleshoot and debug complex production issues utilizing logging platforms (e.g., Splunk, ELK stack), monitoring tools (e.g., Datadog, Prometheus, Grafana), and database query tools (SQL, NoSQL) to diagnose the root cause of problems.

Perform code-level analysis when necessary to pinpoint defects or architectural weaknesses contributing to production instability.

Collaborate effectively with Product Development teams to prioritize, document, and hand off confirmed bugs and large-scale systemic issues for permanent resolution.

Act as the escalation point for the CX team when issues require deeper technical investigation or coordination with engineering teams.

Your Qualifications and Skills

2+ years of experience in a Production Support, Application Support, Technical Operations, Site Reliability Engineering (SRE), Support Helpdesk or Engineering role focused on production system operations.

Hands-on experience using monitoring and observability platforms to investigate live incidents. (e.g., Splunk, Datadog, ELK).

Solid experience with database systems, including the ability to write and execute complex SQL queries for data analysis and issue resolution.

Experience coordinating between CX or non-technical teams and engineering, comfortable with technical and non technical communication.

Proficiency in at least one scripting language (e.g., Python, Bash) for automation and ad-hoc analysis.

Bonus: Experience with incident management frameworks (e.g. PagerDuty, OpsGenie) and platforms such as Jira Service Management or Zendesk.

Our style

We are proud to be professional software developers building high quality, scalable and supportable solutions.

We are curious and passionate about learning, providing the right environment and resources for professional growth.

We are committed to building, fostering and maintaining a culture of inclusivity and diversity both on our teams and in our products.

We embrace progressive engineering practices including automated testing and a continuous deployment pipeline.

We are serious about the quality of our production operation, and have thorough system, application and user interaction monitoring and anomaly detection.

We are passionate about data-driven decision-making.

We are friendly, supportive and respectful, and we pay attention to the impact and quality of our work as well as keeping work/life balance.

And, dogs in the office. Bring yours, too!