Title: Production Support Analyst (Application Support)

Duration: 9/25/2026 - 9/6/2027

Location: Colombia Remote

Position Summary

We are seeking a Production Support Analyst with 3-5 years of experience supporting business-critical applications in a production environment. The adecuado candidate will be responsible for monitoring, troubleshooting, and resolving production issues while ensuring application stability and availability. This role requires strong problem-solving skills, hands-on AWS exposure, SQL expertise, and the ability to collaborate with multiple cross-functional teams.

The candidate will work closely with the Reliability Services team supporting applications used by restaurant and franchise users across the business.

Key Responsibilities

Production Support & Incident Management

- Monitor and support production applications and services.
- Investigate, troubleshoot, and resolve production incidents.
- Perform root cause analysis (RCA) and drive issue resolution.
- Analyze application logs, system behavior, and error reports.
- Participate in incident management and escalation processes.
- Collaborate with development and support teams to resolve complex issues.

Application & Cloud Support

- Support cloud-hosted applications running on AWS.
- Monitor application health using CloudWatch and other monitoring tools.
- Investigate issues related to Lambda functions and backend services.
- Perform application-level troubleshooting and debugging.

Database Support

- Write and execute SQL queries for data validation and troubleshooting.
- Analyze production data issues and perform data verification.




- Execute approved data corrections and data manipulation activities when required.
- Ensure data integrity and accuracy across supported applications.

Cross-Functional Collaboration

- Work closely with Development, Data Management, Operations, and Business teams.
- Coordinate issue resolution efforts during critical production incidents.
- Provide timely updates and communicate effectively with stakeholders.

Required Skills & Experience

Experience

- 3-5 years of experience in Production Support, Application Support, or Application Operations.
- Experience supporting business-critical production applications.
- Strong troubleshooting, debugging, and incident management experience.

AWS (Required)

Hands-on experience working with:

- AWS Lambda
- Amazon CloudWatch
- Amazon RDS
- Amazon DynamoDB

SQL (Required)

- Strong SQL querying skills.
- Data validation and analysis.
- Database investigation and troubleshooting.
- Experience performing basic data fixes and data corrections.

Support Tools

- ServiceNow
- Jira

Technical Skills

- Ability to analyze logs and troubleshoot issues independently.
- Experience working with application support processes.
- Understanding of production incident lifecycle and escalation management.

Preferred Qualifications

- Experience with Python, JavaScript, C#, or other programming languages.
- Basic scripting and automation knowledge.
- Ability to read and understand existing application code and scripts.
- Experience working in Retail, E-commerce, Food Services, or similar industries.
- Exposure to Site Reliability Engineering (SRE) or Cloud Operations environments.

📌 Production Support Engineer (Bogotá)
🏢 Lancesoft
📍 Bogotá