Production Support Engineer ID59491

About the role

We are looking for a Production Support Engineer to monitor and support production systems across a multi-account AWS environment, serving as the front line of a tiered support model for a fintech platform. You will triage incidents, execute runbooks, manage SLA performance, and coordinate with engineering, help desk, and security partners. The role includes on-call rotation and structured post-incident review with a focus on continuous operational improvement.

What you will do

Monitor production systems and respond to alerts across infrastructure, application, and data layers;

Perform first-level triage on incidents and support requests; escalate to developers with thorough context and diagnostics;

Execute patching, operational tasks, and documented runbooks;

Participate in on-call rotation and support scheduled deployments as needed;

Conduct post-incident reviews and feed lessons back into runbooks and playbooks;

Identify recurring issues and systemic risks before they escalate;

Improve documentation and monitoring coverage between active support activities;

Contribute to operational reporting and SLA dashboards;

Manage and track SLA performance across all supported services; surface risks proactively;

Coordinate with Help Desk / Deskside Support partner for production tasks affecting employees;

Escalate security incidents and vulnerabilities to the vCISO partner per documented procedures.

Must haves

3+ years in production support, SRE, NOC, or operations engineering;

Hands-on AWS experience with EC2/ECS, networking (VPC, security groups, ACLs), and IAM;

Operational proficiency with PostgreSQL and / or Amazon RDS;

Incident triage across infrastructure and application layers;

Track record managing SLAs in a ticketed support environment such as Jira;

Strong written communication for escalation and post-incident reporting;

Upper-intermediate English level.

Nice to haves

Experience with structured incident response such as ITIL or NIST;

Familiarity with Datadog, CloudWatch, or comparable observability platforms;

Exposure to AWS data services including Glue, S3, Athena, and EventBridge;

Basic IaC familiarity with CloudFormation, SAM, or Terraform;

Background in financial services or regulated environments;

AWS certification such as SysOps Administrator or Solutions Architect;

Experience with scripting/automation to reduce manual toil.

Perks and benefits

Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.

Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.

A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.

Flextime: Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office, whatever makes you the happiest and most productive.

Job Type: Full-time

Work Location: Remote