Production Support Engineer

Job Description

Arc Publishing is a product engineering group at The Washington Post. The Post and other publishers around the world depend on our software as a service platform.

The Arc suite of products provides publishers with the tools they need to author, collaborate on, and publish content to reach and build relationships with readers. Arc is quickly becoming the leader in publishing-focused software development.

Built 100% on AWS, the Arc platform follows a microservice architecture. All of our software teams use devops to deliver and support products. Our processes are lightweight, which allows our teams to innovate quickly to bring new ideas to market. New features and products are deployed to our customer base every day.

We are hiring a production support engineer to perform a mix of software engineering, operations, and support activities. In this position, you'll investigate issues that span multiple systems, create and manage infrastructure as code (IaC), perform database migrations, write and update guides for use by tier 1 support, and make code changes that fix defects, improve performance, or support new technologies. Majority of your time will be spent doing individual technical work. The other 10% will be spent interacting with internal and external stakeholders to gather information and understand the impact of technical issues. During a training period, this position will work East Coast shift or European shift, but gradually move to working afternoons in Alaska or HawaiiStandard Time to ensure coverage for our global customer base. We are looking for someone who is persistent and independent in solving problems, a good communicator, and curious to learn. Our ideal candidate may be early in their career or transitioning into engineering, and has work experience, certifications, or a degree in one of software development, systems administration, or technical support.

  • Investigate defects, providing workarounds or mitigating the problem while identifying the root cause.
  • Analyze and document root causes of incidents, including open questions and steps to prevent reoccurrence.
  • Document and automate manual workarounds and activities.
  • Fix software defects through code or configuration changes.
  • Support internal engineering teams and customer support agents by answering technical questions, filing issue reports, and providing regular updates on in-progress work.
  • Proactively monitor platform performance and stability and respond to alerts. Propose and implement improvements to applications and the analytics suite.
  • Support new and existing customers by creating, scaling, and upgrading infrastructure using AWS CloudFormation (infrastructure as code). Propose improvements to reduce costs or handle new use cases.
  • Perform data migration and recovery activities to support infrastructure improvements, customer onboarding, testing.
  • Collaborate with engineers outside the Publishing Platform team to perform investigations and ensure improvements are tracked and scheduled.


Minimum Qualifications
  • Bachelor's degree in Computer Science, Information Technology, or a related technical field. Equivalent practical experience will also be considered.
  • 2+ years technical experience building or supporting software products
  • Ability to manage multiple priorities and track progress
  • Ability to methodically narrow down problems
  • Ability to clearly describe complicated situations and problems in writing or verbally
  • Some experience writing automation scripts

Preferred Qualifications
  • Technical certifications or degrees
  • Experience with technical support
  • Experience with manual or automated testing
  • Experience with debugging tools and techniques.
  • Experience with application monitoring systems like Splunk, CloudWatch, or Datadog
  • Familiarity with databases, web applications, and web application infrastructure
  • Proficiency with at least one server-side programming language

The Post strives to provide its readers with high-quality, trustworthy news and information while constantly innovating. That mission is best served by a diverse, multi-generational workforce with varied life experiences and perspectives. All cultures and backgrounds are welcomed.

The innovation doesn't end in the Newsroom - dozens of teams power The Washington Post. We are now hiring the next innovator - how will you Impact Tomorrow?


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