Director of AI Operations

RESPONSIBILITIES: OpenKyber has a client in the retail space seeking an experienced Production Support Engineer in Springfield, MA to support mission-critical production applications.

Summary: This role focuses on incident management, SQL-driven troubleshooting, and maintaining the stability and availability of business-critical systems. The ideal candidate has strong production or application support experience, solid SQL skills, and is comfortable working in fast-paced environments supporting operational systems.

Responsibilities:

• Provide day-to-day support for production applications and systems
• Troubleshoot and resolve incidents impacting business operations
• Write and execute complex SQL queries (multi-table joins, data analysis) to support root cause investigations
• Perform root cause analysis and implement long-term fixes to prevent recurring issues
• Partner with engineering, infrastructure, and business teams to resolve technical problems
• Support application enhancements, integrations, and operational improvements
• Communicate clearly with technical and non-technical stakeholders
• Document incidents, resolutions, and support procedures

Additional Details:

• Contract-to-hire opportunity with potential for full-time conversion
• On-site/Hybrid role (3X per week in office) supporting business-critical systems
• Not an entry-level position; Prior production support experience is required

REQUIREMENTS:

• Bachelor"s degree in Computer Science, IT, or a related field
• 3+ years of experience in production support, application support, or systems support
• Experience supporting applications in a live production environment
• Strong SQL skills with experience troubleshooting data-related issues
• Strong analytical and problem-solving skills
• Strong communication skills and a customer-focused mindset
• Ability to prioritize and manage multiple issues based on business impact

Preferred/Nice to Have:

• Experience supporting operational or enterprise systems (e.g., retail, logistics, supply chain, or internal business applications)
• Exposure to warehouse or operational systems (not required)
• Familiarity with APIs, integrations, Postman, or messaging tools
• Knowledge of incident or problem management best practices (ITIL a plus)

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future. We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave. Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in OpenKyber's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. OpenKyber is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from OpenKyber and its affiliates, and service providers. Note that if you choose to communicate with OpenKyber via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.

For applications and inquiries, contact: [email protected]