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.