Production Support Engineer || Atlanta, GA (Onsite)

Role: Production Support Engineers

Location: Atlanta, GA

Role Summary: Seeking an experienced Production Support Engineer to manage and resolve production incidents in a 24x7x365 environment. The role involves monitoring application and infrastructure health, leading incident triage calls, troubleshooting AWS-based applications, performing root cause analysis, and ensuring timely communication with stakeholders.

Key Responsibilities

• Manage and drive production incidents to resolution using established incident management processes.
• Monitor and support applications deployed on AWS Cloud.
• Troubleshoot and resolve application and infrastructure issues across AWS environments.
• Lead technical incident triage calls and coordinate with cross-functional teams.
• Provide timely updates on incident status, business impact, and resolution progress.
• Analyze monitoring dashboards and identify performance trends or anomalies.
• Perform root cause analysis (RCA) and support post-incident reviews.
• Create and enhance operational processes, documentation, and reporting.
• Participate in on-call rotations, including weekends and night shifts.

Required Skills

• 3+ years of experience in Production Support, Incident Management, Site Reliability Engineering (SRE), or Cloud Operations.
• Hands-on experience with AWS services, including:
  • EC2, ELB, RDS, DynamoDB, Aurora
  • Route53, ECS, Lambda, S3
  • CloudWatch, CloudTrail, WAF, Redshift
• Strong experience with monitoring and observability tools such as:
  • Splunk
  • Dynatrace
  • SolarWinds
  • ExtraHop
  • Catchpoint
  • MoogSoft
  • Netcool
• Experience troubleshooting applications in AWS environments.
• Knowledge of Linux/Unix servers, networking, DNS, LDAP, SSL, SMTP, FTP, databases, load balancers, and virtualization.
• Ability to analyze application transactions and identify root causes across infrastructure layers.
• Strong communication and stakeholder management skills.

Preferred Qualifications

• AWS Solution Architect Associate Certification (or higher).
• Experience with application performance monitoring (APM) and observability platforms.
• Exposure to enterprise environments supporting mission-critical applications.
• Experience preparing RCA/COE documentation and incident reporting for leadership.

Education

• Bachelor's Degree or equivalent experience.

Work Schedule

• Must be willing to work in a 24x7 support environment, including on-call, weekend, and night shifts as required.