Senior Site Reliability Engineer - Support

FIS Global•Jacksonville, FL

5d•$144,730 - $246,040

About The Position

Sits within a newly acquired startup building an AI-enabled, autonomous banking platform for Tier-1 financial institutions within the banking group. The Support Engineer diagnoses, troubleshoots, and resolves complex production and customer issues across modern banking platform environments. 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. This 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.

Requirements

Strong hands-on troubleshooting experience across production or customer-facing technical environments — the single most important capability for this role.
Hands-on experience with Kubernetes and containers.
Ability to read, interpret, and correlate logs, metrics, traces, and alerts.
Strong understanding of Linux, networking fundamentals, APIs, services, and distributed system behavior.
At least one proven customer-facing technical role is required.
Experience working directly with customers during investigations, escalations, or production support scenarios.
Strong ownership mindset and bias toward resolution.
Practical, hands-on problem solver who enjoys investigation and troubleshooting.
AI-native: integrates LLMs and AI tooling into daily investigation and support work.

Nice To Haves

Experience supporting enterprise SaaS, banking platforms, fintech systems, or regulated infrastructure.
Familiarity with cloud or hybrid environments such as AWS, GCP, Azure, or on-prem enterprise deployments.
Exposure to deployment workflows, Helm, Terraform, Flux, ArgoCD, Kafka, or distributed databases.

Responsibilities

Investigate and resolve complex technical issues across application, infrastructure, and platform layers.
Analyze logs, metrics, traces, and alerts to identify root causes and correlate symptoms across systems.
Troubleshoot Kubernetes and container issues, including pods, services, deployments, networking, and resources.
Engage directly with enterprise banking customers to understand, investigate, and resolve technical issues.
Communicate findings clearly to technical and non-technical customer stakeholders during investigations.
Use tools such as Prometheus, Grafana, Loki, OpenTelemetry, Datadog, Splunk, or similar to investigate behavior.
Work with the platform's AI-driven SRE capabilities — incident insights, auto-remediation, and AI-based root cause analysis — validating findings and acting on them.
Improve runbooks, dashboards, alerts, and support processes based on recurring issues and lessons learned.
Support Kubernetes-based banking platform environments across cloud, hybrid, and customer-hosted deployments.
Assist with deployment-related troubleshooting when required; deployment ownership is a plus, not a core requirement.