Support Engineer - Enterprise Platforms
Job DescriptionNOTE: 1) This position is hybrid (3 days onsite) in our FIS Office locations in Jacksonville (FL), Milwaukee (WI), Atlanta (GA) or NYC (NY). 2) Current and Future Sponsorship is not available for this position. Sits within a newly acquired startup building an AI-enabled, autonomous banking platform for Tier-1 financial institutions within the banking group. The Support Engineer diagnoses, troubleshoots, and resolves complex production and customer issues across modern banking platform environments. The role is hands-on and customer-facing, requiring strong investigation skills, clear communication, and the ability to connect application behavior, Kubernetes infrastructure, logs, metrics, and customer impact.KEY RESPONSIBILITIESTechnical 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. – Troubleshoot 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 & CAPABILITIESTechnical Expertise – Strong hands-on troubleshooting experience across production or customer-facing technical environments — the single most important capability for this role. – 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 EXPE...