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;
• 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.