Production Support Engineer ID59491

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Why join us
If you’re looking for a place to grow, make an impact, and work with people who care, we’d love to meet you! :)

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.

Meet Our Recruitment Process
Asynchronous stage — An automated, self-paced track that helps us move faster and give you quicker feedback:
● Short online form to confirm basic requirements
● 30–60 minute skills assessment
● 5-minute introduction video
Synchronous stage — Live interviews
● Technical interview with our engineering team (scheduled at your convenience)
● Final interview with your future teammates
If it’s a match—you’ll get an offer!