**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:** 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. Job Type: Full\-time Work Location: Remote
João Silva
Indeed · HR
João Silva
Indeed · HR
