Support Engineer - Enterprise Platforms
About The Position
The Support Engineer sits within a newly acquired startup building an AI-enabled, autonomous banking platform for Tier-1 financial institutions. This hands-on, customer-facing role diagnoses, troubleshoots, and resolves complex production and customer issues across modern banking platform environments. It requires strong investigation skills, clear communication, and the ability to connect application behavior, Kubernetes infrastructure, logs, metrics, and customer impact. The role supports Kubernetes-based banking platform environments across cloud, hybrid, and customer-hosted deployments. It involves direct engagement with enterprise banking customers, use of observability tools and AI-driven SRE capabilities, and improvement of runbooks, dashboards, alerts, and support processes. Deployment-related troubleshooting may be required, while deployment ownership is a plus rather than a core requirement. The position is hybrid, with three days onsite at an FIS office in Jacksonville, Florida; Milwaukee, Wisconsin; Atlanta, Georgia; or New York City. Current and future sponsorship is not available. The role has direct impact on customer trust, production reliability, and operational continuity for Tier-1 banking institutions, with visibility across customer, support, engineering, platform, and product teams. This is a production support role, not an architecture or platform design role.
Requirements
- Strong hands-on troubleshooting experience in production or customer-facing technical environments.
- 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.
- Experience working directly with customers during investigations, escalations, or production support scenarios.
- Strong ownership mindset and bias toward resolution.
- Practical, hands-on problem-solving approach and enjoyment of investigation and troubleshooting.
- Ability and inclination to integrate 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-premises enterprise deployments.
- Exposure to deployment workflows, Helm, Terraform, Flux, ArgoCD, Kafka, or distributed databases.
- Deployment ownership experience.
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 observability tools such as Prometheus, Grafana, Loki, OpenTelemetry, Datadog, Splunk, or similar to investigate platform behavior.
- Work with AI-driven SRE capabilities, including incident insights, auto-remediation, and AI-based root cause analysis; validate findings and act 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
