AWS Production Support Engineer — 24x7 Incident Response

System One, Inc.; Birmingham (AL); On-site; USD 80,000 - 120,000; Full time

Job summary

System One is seeking a Mid-Level AWS Production Support Engineer to provide 24x7 operational support for applications running in an AWS environment. The role involves initial triage, incident management, and collaboration across development, infra, and support teams to resolve outages.

Ideal candidates have 2-5 years in production or application support, experience with Splunk/OpenTelemetry, and a proactive, independent work style.

Qualifications

• 2-5 years of Production Support / Application Support experience.
• Experience in a 24x7 production environment.
• Working knowledge of AWS for troubleshooting.
• Hands-on Splunk for log analysis and troubleshooting.
• Incident investigation, initial triage, troubleshooting, and escalation.
• Experience with batch/scheduled jobs.
• Strong analytical and problem-solving skills.
• Ability to work independently and escalate when needed.
• Excellent communication and proactive learning mindset.

Responsibilities

• Provide 24x7 production support for AWS-based applications.
• Monitor production alerts and investigate incidents.
• Perform initial troubleshooting using AWS, Splunk, OpenTelemetry, and logs.
• Investigate batch and scheduled job failures and gather context.
• Determine severity and escalate to SMEs or engineering as required.
• Troubleshoot performance, availability, and operational issues.
• Support deployment and release activities.
• Execute and monitor basic CI/CD deployments.
• Review logs to distinguish isolation vs. broader outages.
• Collaborate with development, infra, cloud, and support teams during incident resolution.
• Maintain and improve operational docs and knowledge articles.
• Identify opportunities to improve production-support processes.

Skills

AWS Production Support

24x7 Support

Incident Investigation

Troubleshooting

OpenTelemetry

Splunk

Batch Jobs

Tools

Splunk

OpenTelemetry

CI/CD

Job description

AWS Production Support Engineer
Direct Full-Time
Lafayette, LA | Knoxville, TN | Columbia, SC | Birmingham, AL


Position Summary
We are seeking an AWS Production Support Engineer with 2–5 years of production/application support experience to provide 24x7 operational support for applications running in an AWS environment.
The ideal candidate will have strong troubleshooting and incident-management skills, hands-on experience investigating application and infrastructure alerts, and the ability to perform initial triage using AWS services, Splunk, OpenTelemetry, and application logs.
This role requires someone who is proactive, self-motivated, comfortable working in a production environment, and able to quickly determine whether an issue is isolated or part of a broader outage.
Key Responsibilities

• Provide 24x7 production support for applications operating in an AWS environment.
• Monitor production alerts and investigate application or infrastructure incidents.
• Perform initial troubleshooting and triage using AWS, Splunk, OpenTelemetry, and application/system logs.
• Investigate batch and scheduled job failures, gather relevant information, and identify potential causes.
• Determine the severity and impact of production issues and escalate to appropriate SMEs or engineering teams when required.
• Troubleshoot application performance, availability, and operational issues.
• Support production deployments and releases.
• Execute and monitor basic CI/CD jobs and deployment processes.
• Review logs and monitoring data to determine whether an issue is isolated or part of a larger production outage.
• Work closely with development, infrastructure, cloud, and support teams during incident resolution.
• Maintain and continuously improve operational documentation and knowledge articles.
• Identify opportunities to improve production-support processes and operational efficiency.

Required Qualifications

• 2–5 years of Production Support / Application Support experience.
• Experience supporting applications in a 24x7 production environment.
• Working knowledge of AWS and the ability to navigate AWS services for troubleshooting and investigation.
• Hands-on experience with Splunk for log analysis and troubleshooting.
• Strong experience with incident investigation, initial triage, troubleshooting, and escalation.
• Experience investigating application alerts, system logs, and production failures.
• Experience supporting and troubleshooting batch jobs / scheduled jobs.
• Strong analytical and problem-solving skills.
• Ability to determine whether an issue is isolated or part of a broader outage.
• Ability to work independently and escalate appropriately when deeper technical expertise is required.
• Strong communication skills and a proactive, self-learning mindset.

Preferred / Nice-to-Have Skills

• OpenTelemetry
• AutoSys
• Apache
• RMJ
• CI/CD
• Production release support
• Application debugging
• Monitoring and observability tools
• Knowledge-base / operational documentation experience

Work Schedule
This position supports a 24x7 production environment and requires flexibility to work rotating 12-hour shifts.
Typical schedule:
3.5 days on / 3.5 days off, including a Sunday–Wednesday rotation, depending on production-support coverage requirements.
Candidates must be comfortable working flexible schedules as required to support production operations.
Ideal Candidate Profile
The successful candidate will be a hands-on production-support professional who:

• Enjoys troubleshooting production issues.
• Can investigate alerts independently before escalating.
• Is comfortable working with ambiguity during operational incidents.
• Learns new applications and technologies quickly.
• Understands incident severity and escalation procedures.
• Can work effectively under pressure during production outages.
• Continuously looks for ways to improve support processes and documentation.

Interview Focus Areas
Candidates should be prepared to discuss:

• A production incident they handled and their troubleshooting approach.
• How they investigate issues using AWS logs or Splunk.
• Steps taken when a batch or scheduled job fails.
• How they determine when an issue should be escalated.
• Experience supporting a 24x7 production environment.
• Examples of operational-process or documentation improvements they have implemented.

#M1
#DI-CB2
#L1 - KB1

Ref: #404-IT Pittsburgh