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About the Role
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.
Responsibilities
- 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.
- 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.
- 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.
- Support Kubernetes-based banking platform environments across cloud, hybrid, and customer-hosted deployments.
- Assist with deployment-related troubleshooting when required.
Requirements
- 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.
- At least one proven customer-facing technical role is required.
- Experience working directly with customers during investigations, escalations, or production support scenarios.
- 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.
Skills
- Kubernetes
- Containers
- Linux
- Networking fundamentals
- APIs
- Distributed system behavior
- Prometheus
- Grafana
- Loki
- OpenTelemetry
- Datadog
- Splunk
- AI tooling
- LLMs
Location
- Jacksonville (FL)
- Milwaukee (WI)
- Atlanta (GA)
- NYC (NY)
Work Type
- Hybrid (3 days onsite)
- Full-time
Experience Level
- Not specified
Education Level
- Not specified
Salary/Compensations
- $144,730.00 - $246,040.00
Benefits
- Competitive compensation
About the Company
- FIS is committed to providing its employees with an exciting career opportunity.
- FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.
- 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.
Equal Opportunity
- 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
- If you are made a conditional offer of employment, you will be required to undergo a drug test.
- All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.