Production Support Engineer

Status: Are you legally eligible to work where you live? We are not able to sponsor VISAs.
Resume must be in English
Location: Remote
Engagement: Contract, Long Term, Full Time

Overview

The EY GTP-FS (Global Tax Platform – Financial Services) team is seeking a Production Support Engineer to support RAPToR, a mission-critical tax compliance platform used by EY Financial Services professionals worldwide.
This is a highly cooperative, client-facing support role responsible for production issue investigation, end-user communication, Azure diagnostics, controlled access and data support, and continuous operational improvement through AI-assisted workflows and automation.
The ideal candidate is customer-focused, proactive, enjoys solving complex problems, communicates exceptionally well, and takes ownership from issue intake through resolution. While technical skills are important, the team places equal emphasis on learning ability, communication, adaptability, and initiative.
le Summary
The Production Support Engineer will:




Serve as the primary point of contact for production incidents and service requests reported through Jira Service Management (JSM).
Investigate, triage, and resolve L1-L3 production issues across the RAPToR platform.
Communicate directly with end users, providing clear explanations, guidance, status updates, and resolution summaries.
Manage user access provisioning and deprovisioning across the platform.
Investigate production issues using Azure cloud tools, application logs, diagnostics, and non-complex SQL queries when appropriate.
Own issues throughout their complete lifecycle, coordinating with development teams whenever escalation becomes necessary.
Contribute to practical AI-driven improvements that streamline support operations, reduce repetitive work, and improve response quality.

Key Responsibilities
Production Support & Incident Management (40–50%)
Triage and resolve L1-L3 production incidents within establi

📌 Production Support Engineer (India)
🏢 Pinnacle Talent Placement
📍 India