Groupon is a marketplace where customers discover new experiences and services everyday and local businesses thrive. To date we have worked with over a million merchant partners worldwide, connecting over 16 million customers with deals across various categories. In a world often dominated by e-commerce giants, we stand out as one of the few platforms uniquely committed to helping local businesses succeed on a performance basis. Groupon is on a radical journey to transform our business with relentless pursuit of results. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. The impact here can be immediate due to our scale and the speed of our transformation. We're a "best of both worlds" kind of company. We're big enough to have the resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. We are looking for a **Production Service Support Engineer (Incident Management)** to join our team to support and optimize the process, implementation, and operational support of internal systems that span business side and engineering departments. We're a "best of both worlds" kind of company. We're big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. **Role Overview**: Are you ready to leverage your expertise and take ownership of ensuring the performance and reliability of mission-critical services? As a Production Service Support Engineer, you will be at the forefront of incident management, creating innovative solutions and improving the reliability of our globally dispersed services. You will be responsible for coordinating and leading responses to critical incidents while also contributing to long-term improvements in system stability. This role offers a unique opportunity to make a significant impact by driving initiatives in a fast-paced, customer-focused environment. **Key Responsibilities**: - Leverage Site Reliability Engineering best practices and the ITIL Solutions Architecture framework to devise incident management strategies. - Act as Incident Commander and change manager, overseeing technical resources responsible for identifying, triaging, documenting, investigating, mitigating, and recovering from site/service-impacting incidents across 300+ globally dispersed services. - Lead and facilitate Post Mortems and Problem Management practices to ensure lessons learned are applied and improve incident response processes. - Dedicate project time to work on engaging projects that improve overall production stability. - Serve as a member of the Incident Management team, providing primary on-call support during weekends (one every 10 weeks), and supporting Monday-Friday shifts. - Own impacting events until resolution, coordinating with Subject Matter Experts, triage tasks, creating documentation, action items, and conducting Post Mortems. **Qualifications**: - 6+ years administering Linux system environments, with experience in root cause analysis for site-impacting issues. - 4+ years of experience creating unique Splunk or Kibana search queries for identifying, resolving, and preventing incidents and outages. - 6+ years of experience developing policies and procedures to improve production stability. - Strong communication, consulting, and collaboration skills interfacing with senior leadership teams. - Experience with one or more programming languages (Python, Ruby, Java) is a plus. - A BS, MS, or PhD in Computer Science or related fields is a plus. - Experience in designing and creating tools to manage the site and services is a plus. **What We Offer**: - The opportunity to influence the direction of incident management practices and reliability across a vast global network. - A collaborative and growth-focused work culture that values your expertise and contributions. - The chance to make a meaningful impact on the customer experience by improving system stability. - Opportunities for professional growth and leadership development in a fast-paced, high-impact role.