Information Technology_USA - USA_Developer
Real Soft, Inc.
Jacksonville, FL, USA
4/21/2026
Engineering
Full time
ALL CAPS, NO SPACES B/T UNDERSCORES PTN_US_GBAMSREQID_
Candidate BeelineID i.e. PTN_US_9999999_SKIPJOHNSON0413
MSP Owner: Thomas Hodges
Targeted - hr
REQUIREMENT_CITY - Malvern or Dallas
REQUIREMENT_ID-10848056
Role Name - Production Support
ROLE_DESCRIPTION -
• Provide 24/7 production support for security applications, ensuring system stability and uptime.
• Monitor application performance, investigate alerts, and resolve incidents within SLA timelines.
• Actively participate in major incident (MI) calls as L1.5/L2 support and drive issue resolution.
• Perform root cause analysis (RCA) and implement fixes or workarounds to prevent recurrence.
• Support security platforms including IAM, SSO, authentication, and monitoring tools (e.g., Splunk, Grafana, etc.).
• Utilize Claude (AI) knowledge to assist in troubleshooting, analysis, and support optimization.
• Maintain runbooks, knowledge base articles, and accurate incident documentation.
• Ensure compliance with security standards, policies, and audit requirements.
• Collaborate with cross-functional teams to resolve complex production issues
Skills: EIS : Product Support - Product Engineering
Experience Required: 6-8
Candidate BeelineID i.e. PTN_US_9999999_SKIPJOHNSON0413
MSP Owner: Thomas Hodges
Targeted - hr
REQUIREMENT_CITY - Malvern or Dallas
REQUIREMENT_ID-10848056
Role Name - Production Support
ROLE_DESCRIPTION -
• Provide 24/7 production support for security applications, ensuring system stability and uptime.
• Monitor application performance, investigate alerts, and resolve incidents within SLA timelines.
• Actively participate in major incident (MI) calls as L1.5/L2 support and drive issue resolution.
• Perform root cause analysis (RCA) and implement fixes or workarounds to prevent recurrence.
• Support security platforms including IAM, SSO, authentication, and monitoring tools (e.g., Splunk, Grafana, etc.).
• Utilize Claude (AI) knowledge to assist in troubleshooting, analysis, and support optimization.
• Maintain runbooks, knowledge base articles, and accurate incident documentation.
• Ensure compliance with security standards, policies, and audit requirements.
• Collaborate with cross-functional teams to resolve complex production issues
Skills: EIS : Product Support - Product Engineering
Experience Required: 6-8