Production Support Engineer

Job not on LinkedIn

🔥 1 hour ago

🌐 Singapore, Vietnam, +2 more countries – Remote

🇸🇬 Singapore – Remote 🇻🇳 Vietnam – Remote 🇮🇳 India – Remote 🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏭 Production Engineer

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hupo

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🤖 Artificial Intelligence

☁️ SaaS

🛡️ Insurance

Artificial Intelligence • SaaS • Insurance

Hupo is an AI-first company (founded in 2022) that builds a full-stack, software platform to coach and upskill frontline financial advisors and insurance distributors. Using AI to restore confidence, accelerate learning, and improve sales performance, Hupo targets Wealth & Insurance distribution and sells enterprise-grade coaching and productivity tools designed to reduce early rep churn and accelerate mastery. The company emphasizes remote, high-autonomy culture and positions its product as an AI-powered engine for enterprise clients in financial services and insurance distribution.

📋 Description

• Investigate and reproduce escalated production issues using logs, traces, session data and approved tools • Troubleshoot issues involving voice, audio, browsers and connectivity, including hands-on work with clients or their IT teams when needed • Determine whether issues are bugs, configuration problems, feature requests or user errors, and document findings for Technical Support • Implement small, low-risk fixes through code review and the standard release process; direct production changes are not permitted • Escalate complex issues to Engineering or Product with the cause, impact and suggested approach • Maintain technical findings and ticket statuses in Jira • Support incident response by gathering evidence, reproducing issues and testing potential fixes under the on-call engineer's direction • Convert root-cause analyses into clear, client-ready technical summaries • Join the on-call rotation after completing the first 60 days • Build and maintain support tooling and integrations, initially routing Gleap helpdesk tickets into Jira using Technical Support rules • Improve diagnostic tools for log access, session lookup, admin tools and saved queries • Analyze ticket trends and recommend permanent product fixes using relevant data • Write and maintain technical troubleshooting documentation for the knowledge base • Collaborate with Technical Support, on-call engineers, Engineering and Product • Help reduce routine escalations reaching product engineers and improve production support workflows

🎯 Requirements

• 3–5 years of experience in production support engineering or product support engineering, with hands-on production debugging experience • Comfortable reading logs and traces, querying MongoDB and SQL databases, and reproducing issues based on user reports • Ability to write and ship small, safe fixes in TypeScript or Python, including opening clear pull requests and following standard code review and release processes • Working knowledge of web and network fundamentals, including browsers, permissions, HTTP, authentication, firewalls and network whitelisting • Experience with Jira and a helpdesk tool, including building integrations using APIs or webhooks • Strong data-handling practices, including using approved tools, respecting access controls and keeping client data within authorised environments • Clear written communication skills, with the ability to explain technical causes to non-engineers and prepare summaries suitable for clients • Willingness to work directly with clients' IT and security teams when issues involve their environments • Willingness to participate in the on-call rotation after the initial 60-day period • Ability to meet the background-check requirements of banking clients • Experience with real-time audio or video, WebRTC, speech-to-text or text-to-speech systems • Familiarity with SSO and SAML, and LMS or SCORM integrations • Experience supporting enterprise clients in banking, financial services or insurance • Experience supporting an LLM or AI product in production • Role is remote in APAC, with a preference for the Philippines, Vietnam, India or Singapore • Ability to work APAC business hours

🏖️ Benefits

• Fully remote work arrangement • Full-time employment • APAC business hours with at least four hours of overlap with the India team • Opportunity to join the existing on-call rotation after the first 60 days

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