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; escape 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 escalte;
- 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, netwo

📌 Production Support Engineer (Pereira)
🏢 Agileengine
📍 Pereira