Support Engineer – Enterprise Platforms

Job description

Senior Site Reliability Engineer - Support At FIS, our technology and our people are moving forward. We advance the way the world pays, banks and invests. We believe in building inclusive, diverse teams. Together, we innovate to help our colleagues, clients and communities succeed. If you’re ready to grow your career and make an impact in fintech, we have one question: Are you FIS? About the Role You will support a next-generation, AI-enabled banking platform used by Tier-1 financial institutions. This is a hands-on, customer-facing role focused on diagnosing, troubleshooting, and resolving complex production issues across application and infrastructure layers. You will connect system behavior, observability data, and customer impact to drive root cause resolution. Success is measured by speed, accuracy, and customer trust during critical incidents. What You Will Be Doing • Investigate and resolve complex production issues across application, platform, and infrastructure layers • Analyze logs, metrics, traces, and alerts to identify root causes and system correlations • Troubleshoot Kubernetes environments, including pods, services, deployments, and networking • Engage directly with enterprise customers to diagnose and resolve incidents in real time • Communicate technical findings clearly to both technical and non-technical stakeholders • Use observability tools to monitor system health and investigate anomalies • Leverage AI-driven insights for incident detection, root cause analysis, and remediation validation • Improve runbooks, dashboards, alerts, and support processes based on recurring issues • Support cloud, hybrid, and customer-hosted platform environments • Collaborate with engineering and product teams to drive long-term reliability improvements • Will be working in 24/7 Rotational shifts Required Qualifications • 8 to 12 years of strong hands-on experience troubleshooting production or customer-facing systems • Practical experience with Kubernetes and containerized environments • Ability to interpret logs, metrics, traces, and alerts across distributed systems • Solid understanding of Linux, networking fundamentals, APIs, and service architectures • Proven experience in a customer-facing technical support or escalation role • Strong problem-solving skills with a structured, analytical approach • Clear communication skills for diverse stakeholder audiences • Experience using or integrating AI tools or large language models in technical workflows Preferred Qualifications • Experience supporting SaaS platforms, banking systems, fintech, or regulated environments • Familiarity with cloud platforms such as AWS, Azure, or Google Cloud • Exposure to infrastructure-as-code and deployment tools such as Terraform or Helm • Knowledge of continuous delivery tools such as ArgoCD or Flux • Experience working with streaming platforms or distributed data systems • Familiarity with enterprise monitoring tools such as Prometheus, Grafana, Splunk, or Datadog What We Offer you At FIS, you can grow your career as far as you want to take it. Here’s what else we offer: Opportunities to make an impact in fintech Personal and professional learning Inclusive, diverse work environment Resources to give back to your community Competitive salary and benefits Privacy Statement FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice . Sourcing Model Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. #pridepass