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.
  
  

Meet Our Recruitment Process

Application → Coding Challenge → Video Interview → Technical Interview or Hiring Manager Interview

Each step helps us understand your skills and overall fit.

If it’s a match, you’ll receive an offer.