Product Support Engineer

intro; Greater London; On-site; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Discretionary bonus

Benefits

Compensated on-call

Job summary

intro is seeking a Product Support Engineer in London to tackle production issues across applications, APIs and cloud infrastructure, with hands-on work in backend code and automation.

You will own L2/L3 incidents, drive RCA, improve monitoring and observability, and collaborate with SRE, DevOps and Software Engineering to raise platform reliability. London four-days onsite with a £55,000-£85,000 package.

Qualifications

• Experience in L2/L3 production or application support and troubleshooting.
• Solid software engineering foundation with ability to read and modify production code.
• Hands-on backend language experience and cloud familiarity.
• Exposure to SRE/DevOps, CI/CD and modern production environments.
• Experience with monitoring/observability tools and incident response processes.

Responsibilities

• Own L2/L3 production incidents from investigation to resolution and RCA.
• Troubleshoot complex issues across applications, APIs, databases, and cloud infrastructure.
• Read, debug and modify backend code to implement fixes and improvements.
• Collaborate with SRE, DevOps and Platform Engineering on deployments and reliability.
• Improve monitoring, alerting and observability to prevent outages.
• Conduct root-cause analysis and turn findings into permanent fixes.
• Automate repetitive support and operational tasks.
• Support releases and production deployments.
• Enhance platform reliability, resilience and performance.

Skills

L2/L3 production support

Backend code reading

Go/Java/Python/C#/Kotlin

AWS/GCP

SRE/DevOps practices

Monitoring/observability

Incident response/RCA

On-call rotation

Cross-functional collaboration

Tools

Grafana

Prometheus

Datadog

Splunk

New Relic

Kubernetes

Docker

CI/CD tooling

Job description

Product Support Engineer | FinTech | £55k-£85k

London | 4 Days Onsite

Are you the engineer people turn to when something goes wrong in production, but you don't want to spend your career just working through a support queue?

We're partnering with a fast-growing FinTech building mission-critical technology for banks and regulated financial institutions. As the platform and client base continue to scale, they're looking for a Product Support Engineer who can work across the boundaries of Production Support, Software Engineering, SRE and DevOps.

This is a broad, hands-on engineering role.

You'll take ownership when things go wrong in production, investigate issues across the application and infrastructure, and work out the root cause. But you'll also go beyond traditional support, getting into the backend code, cloud infrastructure, observability and automation to make sure the same problems don't keep happening.

You'll have the opportunity to make smaller code fixes and product improvements yourself, while partnering with Software Engineering on larger changes.

What you'll be doing

• Owning L2/L3 production issues end-to-end, from investigation and incident response through to resolution and RCA.
• Troubleshooting complex issues across applications, APIs, databases, cloud infrastructure and distributed systems.
• Reading, debugging and modifying backend code to resolve issues and implement smaller fixes and improvements.
• Working hands-on with AWS or GCP and collaborating with SRE, DevOps and Platform Engineering.
• Improving monitoring, alerting and observability to identify problems before they impact customers.
• Conducting Root Cause Analysis and turning findings into permanent technical fixes.
• Automating repetitive support and operational processes.
• Supporting releases and deployments into production.
• Improving the reliability, resilience and performance of the platform.
• Working within structured incident, problem and change-management processes.
• Supporting customer-facing and internal teams with complex technical issues.
• Participating in a compensated out-of-hours on-call rota.

What we're looking for

This could suit someone currently working as a Product Support Engineer, Production Support Engineer, Application Support Engineer, Production Engineer, SRE or Software Engineer who enjoys solving complex production problems.

You'll ideally bring:

• Strong L2/L3 production or application support and troubleshooting experience.
• A solid software engineering foundation with the ability to read, debug and modify production code.
• Coding experience with Go, Java, Python, C#, Kotlin or another modern backend language.
• Hands-on experience with AWS or GCP.
• Exposure to SRE and DevOps practices, CI/CD and modern production environments.
• Experience with monitoring and observability tools such as Grafana, Prometheus, Datadog, Splunk, New Relic or similar.
• Experience troubleshooting distributed, event-driven or highly available systems.
• Strong understanding of incident response, RCA and production reliability.
• The ability to work across Software Engineering, SRE/DevOps, Infrastructure and customer-facing teams.

Nice to have

• FinTech, banking, payments or wider financial services experience.
• Kubernetes and Docker.
• Terraform, CloudFormation or other Infrastructure as Code tooling.
• Experience with event streaming or messaging technologies.
• Experience in a startup or scale-up environment.
• Exposure to ITIL, incident, problem and change management.
• Experience supporting high-volume, transactional or business-critical platforms.

London - 4 days onsite

£55,000-£85,000

• discretionary bonus
• benefits
• compensated on-call

This isn't a traditional support role where you investigate an issue and pass it on.

If you enjoy getting under the hood of production systems, working with cloud infrastructure, debugging code and using SRE/DevOps practices to make the platform better, I'd be keen to speak.