Production Support Engineer ID59491

AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

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 : Mentorship, TechTalks, and personalized growth roadmaps.

- Competitive compensation : USD-based pay with education, fitness, and team activity budgets.

- Exciting projects : Modern solutions with Fortune 500 and top product companies.

- Flextime : Flexible schedule with remote and office options.