> Markdown version of [/jobs/ext/2702677-production-support-engineer](https://www.wearedevelopers.com/jobs/ext/2702677-production-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Production Support Engineer - **Company:** FIS, Inc. - **Location:** Chicago, United States (Remote available) - **Experience:** Experienced - **Salary:** $80,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** Java (Programming Language), Artificial Intelligence, Data Analysis, Confluence, JIRA, DevOps, Monitoring of Systems, Python (Programming Language), Ruby, Standard Sql, Postman, Sentry, Kibana, Pagerduty, Jenkins, Programming Languages - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/production-support-engineer-non-day-shift-hours-amount-2-8597381 ## About the Role * Technical and/or engineering background with advanced DB SQL skills, including table joins and advanced queries * Experience with Postman, AI, and agents * Experience working with development teams in a fast-paced environment * Basic knowledge or interest of any programming language such as Java, Python or Ruby * 2 years of experience coordinating and executing major incidents, with demonstrated capacity to lead under pressure * Experience managing a wide spectrum of internal and external stakeholders, collaborating with cross-functional teams like QA, Customer Success, Developers, DevOps, and SRE * Worked in an organization with a complex business environment * Leadership skills with the ability to make quick decisions * Familiar with ITSM/ITIL concepts * You thrive being a self-starter, who can lead others during stressful situations * Familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty and experience with error monitoring software (Sentry, Kibana) * Bonus: Experience with Jenkins, Argo, Vault, and Coralogix ## Description * Technical ability to deep dive into issues by querying tables, analyzing data and problem-solving * Prioritization and triage of incoming requests/issues * Drive incident resolution and lead conversations with cross-functional groups. Ask the right questions to help determine impact/priority and the correct route for resolution. Oversee a technical bridge, if required. Emphasize performing root cause analysis (RCA), documentation, and runbook development. * Management of all incidents through the incident management lifecycle * Documentation of all relevant events, getting status reports while driving decision-making and resolution * Ensure stakeholders are updated according to predefined service level agreements * Completion and ownership of the postmortem with appropriate root cause analysis performed * Improvement suggestions to capture preventative measures that will avoid recurrences of incidents * Investigate patterns that indicate larger overall issues, even if we don't have the solution. * Compilation of metrics on a weekly and monthly basis. Maintain dashboards for service incidents and ad hoc reporting as requested * Management of ticket queues, client interaction, and maintenance of batch jobs * Play an active role during critical incidents which may occur outside of normal business hours. Nights, weekends, and holidays on an on-call rotation basis is a must * Creation of runbooks or standard operating procedures (SOP) so we can all learn from each other and add to our knowledge base, * This role supports our 24/7 staffing model with working hours of 4:00 PM-11:00 PM CST or 11:00 PM-7:00 AM CST. * Remote role; candidate must be located in the U.S. * Current and future sponsorship not available for this position Privacy Statement * FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice. EEOC 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 * For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. Sourcing Model * Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Coffee with Developers: David Heinemeier Hansson](https://www.wearedevelopers.com/videos/875-coffee-with-developers-david-heinemeier-hansson) - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How Much FAANG Companies Actually Pay Software Engineers in 2025](https://www.wearedevelopers.com/magazine/230-how-much-faang-companies-actually-pay-software-engineers-in-2025) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)