Support Engineer at Metropolis

Who we are The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn’t coming; it’s here, and we need builders, innovators, and problem solvers to help us create it. Who you are Metropolis is looking for a Support Engineer to join our team and strengthen our ability to triage, investigate, and directly resolve support issues. This role is expected to reduce unnecessary handoffs to developers by taking ownership of production issues, troubleshooting them effectively, and fixing them where possible. The role will primarily support applications built on Java EE, using MySQL as the database layer, with AWS exposure needed for reviewing logs and investigating production behavior. What you'll do • Own the triage of incoming support tickets and assess priority, severity, and business impact • Investigate production and application issues using logs, database queries, and code-level analysis • Resolve issues directly where feasible, including bug fixes, configuration changes, and data corrections, instead of routing all issues to developers • Perform root cause analysis for incidents and recurring issues, and document findings clearly • Use AWS logs and related tooling to trace failures, identify system behavior, and support troubleshooting • Write and run MySQL queries to validate data, investigate issues, and support resolution • Escalate only those issues that require deeper product or architectural changes, with a clear technical context • Communicate effectively with internal teams and stakeholders regarding issue status, findings, risks, and timelines • Maintain documentation for known issues, workarounds, recurring defects, and resolution steps • Contribute to improving support effectiveness by reducing ticket bounce, increasing direct resolution, and identifying areas for permanent fixes What we're looking for • 3+ years of experience in application support, production support, or development-oriented support roles • Strong hands-on experience with Java EE applications • Good working knowledge of MySQL, including writing and troubleshooting SQL queries • Working knowledge of AWS, especially for reviewing logs and investigating production issues • Strong debugging, troubleshooting, and root cause analysis capability • Ability to understand existing code and make targeted fixes where required • Good understanding of support workflows, ticket triage, issue prioritization, and incident handling • Strong verbal and written communication skills • Ability to work independently, take ownership, and drive issues to closure Our Stack • Languages + Frameworks: TypeScript, React, Scala (principally), Java (limited) • Datastores: MySQL, PostgreSQL, Snowflake • Cloud: AWS • Version control: Git & GitHub • AI Tooling: Copilot on GitHub • Observability: Datadog 3 Days in Office: Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection When you join Metropolis, you'll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins.#LI-SR1 #LI-Onsite Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting. As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records. Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.