Job summary
The Production Support Trainee role supports the investigation, analysis, and resolution of production issues within a complex, dynamic application environment. In this role, the trainee will work closely with senior team members and collaborate with business teams, QA, and development, to help maintain system stability and assist with issue triage and timely resolution of incidents reported from our clients. This position provides hands-on learning experience combining elements of QA, Application and IT Support with a strong emphasis on production stability and issue analysis.
Responsibilities:
- Assist in investigating production issues by analyzing audit logs and application logs across various services;
- Assist in handling incoming requests and incident reports from US based teams, determining whether an issue is a system bug, a user-related issue or expected system behavior;
- Create and report detailed bug tickets when issues are confirmed as defects, including clear reproduction steps, logs, screenshots, timestamps, and service-level details;
- Participate in hotfix validation, testing fixes in development or staging environments once implemented;
- Assisting in implementation of third-party services to our customers
- Review and consult Jira documentation, internal documentation, tickets, and existing specifications to understand expected functionality;
- Collaborate with internal teams (Developers, QA, Product Managers) to validate findings and agree on next steps;
- Access and analyze admin portals, service dashboards, and log monitoring tools to identify affected services, verify request statuses and confirm system behavior in production;
- Perform basic QA related tasks, including functional verification and regression testing after fixes are deployed;
- Tools which will be used in daily work - Jira, Postman and internal tools. ezderm.com
Key qualifications:
- Experience with Quality assurance, production support, application support, or technical support roles;
- Understanding of QA fundamentals and testing principles;
- Strong analytical and troubleshooting skills with high attention to details (timestamps, logs, screenshots, data consistency);
- Excellent communication skills and experience collaborating with developers, testers, and product managers;
- Patience, persistence, and ability to work effectively in a fast-paced environment;
- Comfortable working with complex applications and evolving systems;
- High level of technical knowledge of using IT tools and systems;
- Excellent knowledge of the English language, both written and spoken.
Nice to have:
- Familiarity with issue tracking tools such as Jira (knowledge of documentation and workflows is a plus);
- Basic to intermediate knowledge of SQL, including writing simple to moderately complex queries;
- Basic understanding of Server-client architecture and APIs
We offer:
- Highly talented and professional team;
- Optional work from home or office;
- Flexible working hours;
- Work on our own product;
- Private health insurance;
- Sport activities refund;
- Social activities and a very friendly working environment.
If you believe that you are the right candidate for this position, you can apply by sending us your CV.
All applications will be considered with full confidentiality, and only candidates who are shortlisted will be contacted.
