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.

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!