Support Engineer - Enterprise Platforms

FIS; Jacksonville (FL); Hybrid; USD 144,730 - 246,040; Full time

Job summary

FIS is seeking a Support Engineer to diagnose, troubleshoot, and resolve complex production issues across modern banking platform environments. The role is hybrid (3 days onsite) in Jacksonville, Milwaukee, Atlanta or NYC, with strong emphasis on customer-facing problem solving and clear communication.

You will work with Kubernetes, logs, metrics, and AI-assisted operations to improve incident response, runbooks, and dashboards. Sponsorship is not available for this position.

Qualifications

• Hands-on troubleshooting in production or customer-facing environments.
• Experience reading and correlating logs, metrics, traces, and alerts.
• Experience in customer-facing investigations, escalations, or production support scenarios.

Responsibilities

• Investigate and resolve complex issues across application, infrastructure, and platform layers.
• Engage with enterprise banking customers to understand and resolve technical issues.
• Use observability tools and AI-assisted operations to investigate behavior and improve runbooks and alerts.
• Support Kubernetes-based banking platform environments across cloud, hybrid, and on-prem deployments.

Skills

Customer-facing experience

Troubleshooting

Communication

Tools

Kubernetes

Prometheus

Grafana

Loki

OpenTelemetry

Datadog

Splunk

Helm

Terraform

Flux

ArgoCD

Kafka

Distributed databases

Job description

Position Type

Full time

Type Of Hire

Experienced (relevant combo of work and education)

Job Description

This role is hybrid (3 days onsite) in our FIS Office locations in Jacksonville (FL), Milwaukee (WI), Atlanta (GA) or NYC (NY). Current and future sponsorship is not available for this position. The Support Engineer diagnoses, troubleshoots, and resolves complex production and customer issues across modern banking platform environments. The role is hands‑on, customer‑facing, requiring strong investigative skills, clear communication, and the ability to connect application behavior, Kubernetes infrastructure, logs, metrics, and customer impact.

Key Responsibilities

• Technical Troubleshooting & Incident Resolution
  • 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.
  • Investigate Kubernetes and container issues, including pods, services, deployments, networking, and resources.
• Customer‑Facing Support
  • 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.
• Observability & AI‑Assisted Operations
  • Use tools such as Prometheus, Grafana, Loki, OpenTelemetry, Datadog, Splunk, or similar to investigate behavior.
  • Work with the platform's AI‑driven SRE capabilities—incident insights, auto‑remediation, and AI‑based root cause analysis—validating findings and acting on them.
  • Improve runbooks, dashboards, alerts, and support processes based on recurring issues and lessons learned.
• Platform Support
  • Support Kubernetes‑based banking platform environments across cloud, hybrid, and customer‑hosted deployments.
  • Assist with deployment‑related troubleshooting when required (deployment ownership is a plus, not a core requirement).

Required Experience & Capabilities

• Technical Expertise
  • Strong hands‑on troubleshooting experience across 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.
• Customer‑Facing Experience (Mandatory)
  • At least one proven customer‑facing technical role is required.
  • Experience working directly with customers during investigations, escalations, or production support scenarios.
• Operating Style
  • Strong ownership mindset and bias toward resolution.
  • Practical, hands‑on problem solver who enjoys investigation and troubleshooting.
  • AI‑native: integrates LLMs and AI tooling into daily investigation and support work.

Preferred Experience

• Experience supporting enterprise SaaS, banking platforms, fintech systems, or regulated infrastructure.
• Familiarity with cloud or hybrid environments such as AWS, GCP, Azure, or on‑prem enterprise deployments.
• Exposure to deployment workflows, Helm, Terraform, Flux, ArgoCD, Kafka, or distributed databases.

Ideal Candidate Profile

The ideal candidate enjoys solving difficult problems, working directly with customers, and bringing structure and clarity to complex technical situations. They are hands‑on, calm under pressure, and comfortable moving between logs, metrics, customer context, and engineering discussions to reach root cause. This is not an architecture or platform design role—engineers focused on architectural design should consider our Platform Engineer openings.

Impact & Scope

Direct impact on customer trust, production reliability, and operational continuity for Tier‑1 banking institutions. High visibility across customer, support, engineering, platform, and product teams.

Compensation

Pay range: $144,730.00 – $246,040.00, based on posted role, level, and location. Salary determined by job‑related skills, experience, and relevant education or training.

EEO Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here, supplement document available here.