Customer Production Escalation Specialist, Tier 2

Job description

Who We Are
We are a fast-growing vertical SaaS company that leverages innovation and disruptive technologies to improve consumer experiences, outcomes, and predictability in elective medicine.

Our team thrives on challenges, embraces change, and is dedicated to transforming our industry.

Adoreal is scaling rapidly, and this role is designed to support that growth.

As we automate more of our content production, scheduling, and reporting processes, we are looking for a strategic operator who can take on high-impact work that supports both our social media and broader growth marketing efforts.

Who We're Looking For
As we grow across Europe, we are seeking a Production Support Specialist to help ensure stability, transparency, and seamless coordination between our support, product, and engineering teams.

You'll be the first line of deep-dive technical investigation, working cross-functionally to maintain operational excellence and deliver high-quality support experiences to our partners.

The schedule for this role is between 1am - 9am Colombian time to support our European Clients.
Responsibilities

• Database Proficiency
• Strong working knowledge of relational databases, specifically SQL Server and PostgreSQL.
  
  
• Capable of writing and optimizing queries for diagnostics, debugging, and data validation.
  
  
• Log Aggregation & Monitoring Tools
• Experience using Datadog is a strong advantage (our primary observability tool).
  
  
• Familiarity with any similar platforms (e.g., Splunk, ELK, New Relic) is acceptable.
  
  
• Application Debugging & Root Cause Analysis
• Ability to read and run application code, even without full-stack developer experience.
  
  
• Strong analytical thinking to independently investigate issues and trace them to their root causes.
  
  
• Version Control
• Proficiency with Git and understanding of common workflows (e.g., branching, pull requests).
  
  
• Ability to navigate codebases to support investigations.
  
  
• Cloud & DevOps Exposure
• Practical experience with cloud environments such as AWS, Azure, or GCP.
  
  
• Understanding of basic DevOps practices, deployment pipelines, and service configurations.
  
  
• Incident Management
• Skilled in creating, managing, and prioritizing production incident tickets.
  
  
• Experience in alerting and coordinating emergency response
• Capable of coordinating resolution efforts across teams and maintaining timelines.
  
  
• Communication & Coordination
• Excellent written communication is essential for maintaining transparency with stakeholders
• Must know when to escalate issues to the engineering team and how to do so effectively.
  
  
• Should confidently act as the bridge between frontline support and engineering.
  
  
• Documentation & Knowledge Sharing
• Responsible for creating and updating SOPs, runbooks, and entries in our internal wiki or knowledge base.
  
  
• Ensures documentation remains current and actionable for both support and engineering teams.
  
  

Requirements

• 3+ years of experience in a technical support, DevOps, or infrastructure-focused role
• Strong SQL skills with hands-on experience using PostgreSQL and/or SQL Server
• Practical experience with cloud platforms (AWS, Azure, or GCP) and basic DevOps pipelines
• Proficiency with Git and navigating large codebases
• Excellent written communication skills in English; confident in cross-team coordination
• Experience with Datadog or similar observability tools .
  
  
• Ability to read and debug application code (any language); strong analytical and root cause investigation skills
• Strong verbal and written communications skills in English (C1)

Benefits
Why Adoreal?
Joining Adoreal means becoming part of a high-performing, ambitious team that works hard, achieves extraordinary results, and enjoys the rewards that follow.

Every employee receives equity, aligning us all in our shared success.

Promotions and growth opportunities are limitless, driven only by your performance and dedication to our core principles:

• We do what is best for the company, not what is best for individuals of the company—we take pride in our work, but not in pride itself—the success of Adoreal is more important than our egos.
  
  
• We always share relevant information and admit our mistakes freely and openly (even when it is worrisome or uncomfortable to do so).
  
  Candid communication and a solution-oriented mindset is rewarded.
  
  
• We innovate by finding the right problems, then solving them.
  
  We thrive on change that minimizes complexity and improves situations for our stakeholders.
  
  
• We incentivize efficient results & people over process and focus only on the work that creates the most value for our stakeholders.
  
  
• We are quietly confident and openly humble, being tenacious in our quest to perform and inspire others with our thirst for excellence.
  
  
• We do not bow up and knock down—we care about our teammates and treat all of them with respect, regardless of their level within the company.
  
  
• We are steadfast in our pursuit to better our company, our colleagues, and ourselves.
  
  When we hire, we only hire people who bleed our principles and who will hopefully be our replacement one day.
  
  

At this time, Adoreal is not offering visa sponsorship for this position.

Candidates must have current and valid authorization to work in the country where they are applying.

We comply with all applicable employment and immigration laws, including U.S. regulations, and encourage applicants to verify their work authorization status before applying.

Adoreal is an equal opportunity employer committed to fostering a diverse, inclusive, and fair workplace.

We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic under applicable U.S. law (EEOC) or local employment regulations where we operate.

We encourage applications from candidates of all backgrounds.

Accommodations for disabilities are available upon request throughout the recruitment process.

*We are not working with search firms for this role, thank you*

Required Skill Profession

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