{"id":3865909,"url":"https://alion.io/job/fis-production-support-engineer-l2-customer-facing","title":"Production Support Engineer (L2, Customer-Facing)","company":{"id":4808,"name":"FIS","domain":"fisglobal.com","url":"https://alion.io/company/fis","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":84,"open_postings":82,"ghost_share":0,"stale_share":0.634,"repost_share":0.037,"time_to_fill_p50_days":27,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Datadog","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"Kubernetes","optional":false},{"name":"Loki","optional":false},{"name":"OpenTelemetry","optional":false},{"name":"Platform Engineering","optional":false},{"name":"Prometheus","optional":false},{"name":"Splunk","optional":false},{"name":"Apache Kafka","optional":true},{"name":"ArgoCD","optional":true},{"name":"Cilium","optional":true},{"name":"Helm","optional":true},{"name":"kubectl","optional":true},{"name":"Linux","optional":true},{"name":"PostgreSQL","optional":true},{"name":"Terraform","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-11-06T12:05:12Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-09T16:45:40Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Production Support Engineer (L2, Customer-Facing)\nSits within a newly acquired startup building an AI-enabled, autonomous banking platform for Tier-1 financial institutions within the banking group. The Production Support Engineer diagnoses, troubleshoots, and resolves complex production and customer issues across modern banking platform environments. This is a level 2 role: the engineer takes tickets directly from Tier-1 banks, with no first-line team in front, reproduces issues and hands them to the owning engineering team with clear evidence, and keeps the customer informed throughout. The role is hands-on and customer-facing, requiring strong investigation skills, clear communication, and the ability to connect application behavior, Kubernetes infrastructure, logs, metrics, and customer impact. The role offers an advancement path into platform engineering for those who want to grow in that direction.\nKEY RESPONSIBILITIES\nTechnical Troubleshooting & Incident Resolution\nInvestigate and resolve complex technical issues across application, infrastructure, and platform layers.\nAnalyze logs, metrics, traces, and alerts to identify root causes and correlate symptoms across systems.\nTroubleshoot Kubernetes and container issues, including pods, services, deployments, networking, and resources.\nReproduce issues and hand them over to the owning engineering team with logs, traces, timestamps, and steps to reproduce.\nCustomer-Facing Support\nEngage directly with enterprise banking customers to understand, investigate, and resolve technical issues, including issues caused by changes on the customer's side, such as firewall or network changes, without assigning blame.\nAcknowledge new issues quickly and give customers regular updates while an investigation is open, even when there is no news.\nCommunicate findings clearly to technical and non-technical customer stakeholders.\nObservability & AI-Assisted Operations\nUse tools such as Prometheus, Grafana, Loki, OpenTelemetry, Datadog, Splunk, or similar to investigate behavior.\nWork with the platform's AI-driven SRE capabilities - incident insights, auto-remediation, and AI-based root cause analysis - validating findings and acting on them.\nImprove runbooks, dashboards, alerts, and support processes based on recurring issues and lessons learned.\nPlatform Support\nSupport Kubernetes-based banking platform environments across multi-cloud (AWS, GCP, Azure), hybrid, and customer-hosted deployments.\nAssist with deployment-related troubleshooting when required; deployment ownership is a plus, not a core requirement.\nIn quieter periods, contribute to projects alongside the platform engineering team.\nREQUIRED EXPERIENCE & CAPABILITIES\nTechnical Expertise\n7 to 12 years of Strong hands-on troubleshooting experience across production or customer-facing technical environments - the single most important capability for this role.\nWorking knowledge of Kubernetes: what pods and services are, how traffic reaches the cluster and moves between pods, and how storage works; hands-on troubleshooting with kubectl. Building or running clusters is not required.\nSolid Linux troubleshooting, including processes, memory, disk space, and inodes. The platform does not run on Windows.\nStrong understanding of networking fundamentals, APIs, services, and distributed system behavior. Networking is one of the most common causes of issues on the platform.\nBasic understanding of PostgreSQL or another relational database, such as replication, primary/replica, and active-passive setups. Deep database administration is not required.\nAbility to read, interpret, and correlate logs, metrics, traces, and alerts; comfortable using Grafana dashboards, running metric queries, and following traces. The engineer uses these tools and does not need to have built them.\nCustomer-Facing Experience (Mandatory)\nAt least one proven customer-facing technical role is required.\nExperience working directly with customers during investigations, escalations, or production support scenarios.\nOperating Style\nStrong ownership mindset and bias toward resolution.\nPractical, hands-on problem solver who enjoys investigation and troubleshooting.\nWorks as a peer within a small team.\n\nAI-native: integrates LLMs and AI tooling into daily investigation and support work.\nPREFERRED EXPERIENCE\nExperience supporting enterprise SaaS, banking platforms, fintech systems, or regulated infrastructure.\nFamiliarity with cloud or hybrid environments such as AWS, GCP, Azure, or on-prem enterprise deployments.\nExposure to deployment workflows, Helm, Terraform, Flux, ArgoCD, Kafka, or distributed databases.\nAwareness of Kubernetes networking plugins (CNI), for example Cilium.\n\nIDEAL CANDIDATE PROFILE\nThe ideal candidate is someone who enjoys solving difficult problems, working directly with customers, and bringing structure and clarity to complex technical situations. They are hands-on, calm under pressure, and comfortable moving between logs, metrics, customer context, and engineering discussions to get to root cause. This is not an SRE, DevOps, architecture, or platform engineering role, and the engineer does not build or own the infrastructure - engineers looking to architect and build systems will find a better fit in our Platform Engineer openings. For those who want to grow into platform engineering, this role offers a path there, typically over one to two years.\n\nIMPACT & SCOPE\nDirect impact on customer trust, production reliability, and operational continuity for Tier-1 banking institutions.\nHigh visibility across customer, support, engineering, platform, and product teams.\n\nWHY JOIN\nThis role offers the opportunity to support a next-generation banking platform used by some of the world's largest financial institutions. It combines the technical complexity of Kubernetes-based infrastructure, the urgency of production support, and the customer impact of enterprise banking.\nWork alongside the platform engineering team on projects, not only on tickets.\nGain hands-on exposure to multi-cloud Kubernetes and an AI-driven SRE agent that diagnoses and remediates incidents.\nA clear path into platform engineering for those who want to grow in that direction.\nPrivacy Statement\nFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.\nSourcing Model\nRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.","description_format":"text","description_chars":6874,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-11-06T12:05:12Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":27,"reasons":["conf:9","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":null,"html_url":"https://alion.io/job/fis-production-support-engineer-l2-customer-facing","json_url":"https://alion.io/job/fis-production-support-engineer-l2-customer-facing.json","meta":{"generated_at":"2026-11-09T17:52:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1900,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4808},"rest":"https://alion.io/mcp/rest/get_company?id=4808"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffis-production-support-engineer-l2-customer-facing"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffis-production-support-engineer-l2-customer-facing"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffis-production-support-engineer-l2-customer-facing"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fis-production-support-engineer-l2-customer-facing\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffis-production-support-engineer-l2-customer-facing"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3865909}},{"tool":"search_jobs","arguments":{"company":"fisglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3865909},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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