This role represents a senior individual contributor opportunity to shape and influence a newly formed Shared Production Support model spanning USA and India resources, with equal responsibility across Corporate Applications, Billing, and Treasury. The position is designed for an experienced Production Support professional who brings deep hands‑on expertise and the ability to lead through technical judgment, operational standards, and disciplined execution.
As a Grade 57 Production Support Engineer, this role operates with a high degree of autonomy and accountability, serving as a trusted technical authority during swing/late shift operations. The individual will routinely resolve complex, business‑critical production issues—including nightly batch failures, change release, data integrity issues, and alerting events—and is expected to own incidents end‑to‑end from triage through resolution and root cause analysis.
This is a highly hands‑on role with a strong sense of urgency. In addition to direct production support, the position plays a key role in shaping how production support is delivered, including defining and improving procedures, incident response standards, escalation models, and cross‑regional operating practices. Leadership in this role is demonstrated through influence on process, consistency, and approach, not through formal people management responsibilities.
The role emphasizes a Site Reliability Engineering (SRE) mindset, with an expectation to continuously improve reliability, reduce operational toil, and strengthen preventative practices through better monitoring, automation, and operational rigor. The ideal candidate is motivated to grow further in the SRE direction while remaining deeply engaged in day‑to‑day production support.
This position includes participation in TechLines, ownership of OnCall duties, and regular interaction with development teams, business partners, and leadership to ensure clarity, consistency, and confidence in production operations.
Key Responsibilities
Provide senior‑level, hands‑on production support across Corporate Applications, Billing, and Treasury
Act as a technical lead during incidents, independently assessing impact, risk, and recovery options
Triage and resolve nightly batch, data, and alerting issues with urgency and accountability
Implement changes into Production in partnership with Dev and Business validations
Own incidents end‑to‑end, including root cause analysis and follow‑up actions
Define, refine, and influence support procedures, runbooks, and operational standards
Influence shared support practices and cross‑regional handoffs between USA and India teams
Participate in TechLines, incident bridges, and post‑incident reviews
Apply and promote SRE principles such as reliability, observability, automation, and toil reduction
Communicate clearly with development teams, business partners, and leadership during production events
Work Schedule anticipated Monday–Friday, 1:00 PM – 10:00 PM EST
Participation in OnCall rotations in addition to scheduled hours
What you haveRequired Experience & Qualifications
5+ years of experience in Production Support, Application Support, or SRE roles supporting enterprise‑scale systems
1+ year Schwab billing production support
1+ year of Schwab technology domain experience gained as a current or recent contractor of employee
Proven success operating as a senior individual contributor with independent ownership of complex issues
Bachelor’s degree in Computer Science or a related technical discipline (or equivalent practical experience)
Broad technical knowledge including:
SQL and database troubleshooting
Networking fundamentals (TCP/IP, DNS, load balancing)
Active Directory and identity/access concepts
Cloud platforms, plus physical, virtual, and cloud‑based servers
Updates and Maintenance of OS and Applications
Disaster Recovery and Failover fundamentals and execution
Strong experience with incident management, batch processing, monitoring/alerting, and root cause analysis
Excellent communication skills with the ability to influence outcomes without formal authority, both verbal and written
Preferred Experience
Exposure to software development or development support activities (any language)
Demonstrated SRE mindset with interest in reliability engineering and automation
Experience supporting financial, billing, treasury, or other regulated business applications
Relevant technical certifications
Work Schedule & Availability
Monday–Friday, 1:00 PM – 10:00 PM EST
Swing / late shift operational coverage
Participation in OnCall rotations in addition to scheduled hours
Availability for TechLines and critical production events
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At Schwab, you’re empowered to shape your future. We champion your growth through meaningful work, continuous learning, and a culture of trust and collaboration—so you can build the skills to make a lasting impact. Our Hybrid Work and Flexibility approach balances our ongoing commitment to workplace flexibility, serving our clients, and our strong belief in the value of being together in person on a regular basis.
We offer a competitive benefits package that takes care of the whole you – both today and in the future:
401(k) with company match and Employee stock purchase plan Paid time for vacation, volunteering, and 28-day sabbatical after every 5 years of service for eligible positions Paid parental leave and family building benefits Tuition reimbursement Health, dental, and vision insurance Application FAQsSoftware Powered by iCIMS
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