Production Support Lead

Production Support Lead

Location:  Remote (must be based out of US / Canada) 

Travel:  Less than 5% 

Manages Others: Yes (team of 3 to 4) 

Education:  Completed Diploma in relevant field or higher (or equivalent experience) 

Experience:  1+ years leading a team, 5+ years of experience with application/production support as a developer in a complex cloud (AWS) and software development environment (some Ruby experience), strong problem-solving skills, experience troubleshooting and triaging big reports and errors. 

The Opportunity:  

Reporting to the Director of Software Technology, the successful candidates will be responsible for leading a team of 3 to 4 production support engineers. This is a hands on role where you can expect to spend about  30% of your time leading/managing and 70% of your time troubleshooting and triaging issues across our tech stack to help validate and verify the quality of our software solutions. This is a unique opportunity to lead a new team and establish processes and standards.

You have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems. If you have strong problem-solving abilities that can be applied in a fast-paced environment, and an aptitude for learning new technologies, this position offers numerous growth opportunities and a long-lasting career with BusPatrol.  

 What we need you to do:  

• Lead/manage a team of 3 to 4 production support engineers
• Support BusPatrol's applications during development and through production 
• Troubleshoot and triage bug reports and errors, as well as facilitate medium to large scale data corrections
• Coding bugfixes using Ruby
• Coordinate with the DevOps team to establish monitoring standards
• Identify, scope, escalate, and document production problems to the development team 
• Observe and report on Application Performance Monitoring (APM) and logging dashboards 
• Implement break fixes and resolve database errors. 
• Interact with developers, QA/SDET engineers, and technical support teams to troubleshoot errors and implement solutions 
• Regularly conduct research and offer management insight into industry best-practices and processes 
• Work in a collaborative, quality focused role with agile development teams 
• Document and report on system issues using JIRA and other tools. 

What you bring:  

• 5+ years of experience with application/production support as a developer in a cloud and software development environment (preferably in AWS)
• 1+ years of experience leading a team
• Post-secondary education in Computer Science, Engineering, the Sciences or Mathematics, or equivalent experience 
• Ruby (required) and Python (required) scripting/development experience 
• Experience using any Application Performance Monitoring/Logging tools (ex. AppSignal, DataDog, etc.) 
• Experience using Github for version control and branch logic 
• Incident management experience in production systems  
• Experience working on or with QA/SDET Dev teams 
• Extensive experience in bug fixes and application triage (ex: using irb/rails console on a production linux server) 
• Experience working in an Agile environment  
• Hands-on working experience with Windows and Mac OS 
• Experience with CI/CD workflows (Jenkins, AWS CodeBuild) 
• Hands-on working experience with relational databases (ex. MySQL, PGSQL) (required) 
• Able to understand the nature and workflow of complex business and technical processes 
• Strong analytical skills with ability to formulate solutions for complex problems 
• Previous experience with a containerized environment (Docker, AWS ECS) is desired 
• Familiarity with ticketing systems and process flows, such as Jira. 
• Site Reliability Engineering experience (nice to have) 

Who We Are:  

Our mission is to create a culture of responsibility and awareness on the road. We are devoted to making the journey to and from school safer.  We develop partnerships, deploy Safety Tech and manage the entire program.  We have equipped thousands of buses across North America with our innovative technology, and we continue to educate tens of thousands of drivers a month on safety. BusPatrol America cares about student safety. We educate motorists every day by helping to enforce the law and work with school officials to improve safety.    

What we offer:  

• An opportunity to help build a company dedicated to children’s safety  
• The chance to join a