Production Support Engineer
AgileEngine
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.
The benefits of joining us
Professional growth: Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps
Competitive compensation: We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities
A selection of exciting projects: Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands
Flextime: Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office - whatever makes you the happiest and most productive.
Meet Our Recruitment Process
Asynchronous stage - An automated, self-paced track that helps us move faster and give you quicker feedback:
Short online form to confirm basic requirements
30-60 minute skills assessment via Codility - a platform founded in Poland that helps us provide quicker feedback and streamline this stage of the process.
5-minute introduction video
Synchronous stage - Live interviews
Technical interview with our engineering team (scheduled at your convenience)
Final interview with your future teammates
If it's a match - you'll get an offer!