Production Support Engineer Mobile (iOS & Android)

Job DescriptionJob Description Position Overview We are seeking a proactive and customer-focused Production Support Engineer to support mobile app stability, performance, and usability in production environments. As the first line of support, you will monitor incidents, troubleshoot issues, and collaborate closely with cross-functional teams to resolve problems quickly and ensure an optimal user experience. Key Responsibilities Monitor and respond to production incidents affecting iOS and Android applications Conduct initial triage using monitoring tools such as CloudWatch, S3, and Dynatrace Troubleshoot mobile app issues including crashes, performance slowdowns, and UI anomalies Execute performance testing and validation across mobile platforms Analyze user behavior and journeys using tools like Adobe Analytics and Dynatrace Validate mobile API integrations through API testing using Postman Log and manage incidents in ServiceNow or similar ITSM platforms, including resolution tracking and documentation Work closely with development, QA, and release teams to support version control and release readiness Provide timely updates and technical insights to stakeholders during issue resolution Contribute to knowledge base content and post-incident review documentation Required Experience & Skills Minimum of 5 years in Level-1 production support, preferably involving mobile applications Hands-on experience with iOS and Android app support in live environments Strong debugging skills using tools like Dynatrace, CloudWatch, and S3 Proficiency in API testing with Postman Familiarity with user analytics tools such as Adobe Analytics Working knowledge of version control systems (e.g., Git) and release workflows Experience with ServiceNow or similar incident/ticketing tools Excellent communication, analytical, and problem-solving abilities Comfortable operating in a fast-paced, shift-based or on-call environment Background Experience with mobile performance profiling tools such as Xcode Instruments or Android Profiler Understanding of crash reporting tools like Firebase Crashlytics or Instabug Basic scripting or automation skills using Shell, Python, or similar Familiarity with ITIL concepts and certification #J-18808-Ljbffr