Designation: Production Support Engineer

Preferred Experience: 4+ Years

Job Summary:

This is a hands-on engineering role that combines day-to-day technical execution with longer-term improvements to support processes, tooling, automation, and self-service capabilities. This role reports to the Production Support Engineering Lead. You will work closely with Client Services, Product, Engineering, DevOps, and customers as needed to ensure support requests are triaged, communicated, and resolved effectively.

We are looking for a motivated, customer-minded engineer who enjoys resolving time-sensitive production support needs, building scalable support systems, and delivering strong technical results.

Key Responsibilities:

- Resolve engineering support requests, including data change requests and code changes required to diagnose and address defects.
- Develop and maintain self-service support scripts and utilities that enable Client Services teams to efficiently handle routine technical requests.
- Provide technical support for complex production escalations, ensuring timely resolution, clear communication, proper documentation, and effective follow-through; escalate issues to the Production Support Engineering Lead when required.
- Collaborate closely with Engineering, Production Support, QA, and Client Services teams to ensure customer and team SLAs are consistently met.
- Partner with Client Services to understand client needs, expectations, and pain points, and identify opportunities to improve the overall RTSM support experience.
- Analyze support trends, recurring issues, and request patterns to identify opportunities for process improvements, automation, tooling enhancements, and increased self-service capabilities.
- Contribute to the evolution of the production support roadmap, with a focus on scalability, reliability, operational efficiency, service performance,



and customer experience.
- Design, develop, test, and maintain JavaScript/TypeScript applications across the MERN stack (MongoDB, Express.js, React, and Node.js) to support tooling, automation, operational workflows, and self-service capabilities.
- Troubleshoot application, data, and integration issues across the MERN stack and work with engineering teams to identify root causes and implement sustainable solutions.
- Participate in code reviews, testing, deployment, and ongoing maintenance of support-related applications and automation.
- Document technical solutions, recurring issues, support procedures, and troubleshooting steps to improve knowledge sharing and enable faster resolution across support teams.

- Required Skills & Qualifications:

- Experience supporting client-facing production systems and resolving technical requests within defined SLAs.
- Strong hands-on experience with JavaScript and TypeScript and proficiency in the MERN stack (MongoDB, Express.js, React, Node.js).
- Experience with incident management, change management, production triage, and root-cause analysis.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent communication skills with both technical and non-technical stakeholders.
- Strong customer-focused and ownership-oriented mindset.
- Ability to work collaboratively in a fast-paced, production support environment.
- Experience with automation, tooling, and process improvement.




- Understanding of regulated environments, documentation, data integrity, auditability, and production risk management.
- Experience with clinical trial workflows, RTSM/IRT, or regulated SaaS platforms is preferred.

Company Overview:

Aventior is a leading provider of innovative, end-to-end technology solutions, empowering businesses across diverse industries to solve complex challenges and accelerate growth. We harness the power of cutting-edge technologies such as artificial intelligence (AI), machine learning (ML), MLOps, and DevOps to build scalable, future-ready solutions that drive measurable business outcomes.

Our expertise extends across the entire data lifecycle. We offer comprehensive data development and management services, including cloud data architecture, universal data models, Data Transformation & ETL, data lakes, user management, Analytics & visualization, and automated data capture for unstructured and semi-structured sources such as scanned documents. These capabilities enable organizations to unlock the full value of their data and make faster, more informed decisions.

At Aventior, our strength lies in combining deep industry expertise with advanced technical capabilities. Our teams work closely with clients to design and deliver tailored solutions that align with their unique business needs—whether it’s optimizing operations, enhancing customer experiences, or driving strategic decision-making.

We bring a holistic, cross-industry perspective to every engagement, supported by a strong foundation in design, implementation, innovation, migration, and ongoing support. With a integral delivery model, a multi-country presence, and a team of highly skilled professionals, Aventior is well-positioned to deliver consistent, high-quality outcomes at scale.

📌 Production Support Engineer (Colombia)
🏢 Aventior
📍 Colombia