Production Support Engineer

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;