AWS Production Support Engineer — 24x7 Incident Response

System One, Inc.; Birmingham (AL); On-site; USD 80,000 - 110,000; Full time

Job summary

System One, Inc. seeks an AWS Production Support Engineer to join a multi-location, full-time team. The role focuses on 24x7 operational support for applications running in AWS, performing proactive triage and incident management to ensure production reliability.

The ideal candidate will troubleshoot using AWS, Splunk, and OpenTelemetry, analyze logs, and collaborate with cross-functional teams to resolve outages and deploy changes in a controlled manner.

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.

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 logs.
• Investigate batch and scheduled job failures and identify potential causes.
• Determine the severity and impact of production issues and escalate as needed.
• 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 assess if issues are isolated or part of a larger outage.
• Work with development, infrastructure, cloud, and support teams during incident resolution.
• Maintain and improve operational documentation and knowledge articles.
• Identify opportunities to improve production-support processes.

Skills

AWS

Splunk

OpenTelemetry

Incident management

24x7 support

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 escalates 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 escalates 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

• 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

• 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.

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