AWS Production Support Engineer

AWS Production Support Engineer
Location: Chicago, IL – Locals (Onsite)

Job Description:
The resource will provide platform stability and production support for AWS/cloud-based services, including on-call support, incident management, and operational readiness. This role is responsible for developing and maintaining runbooks, coordinating technical resolution across teams and driving continuous improvement, while serving as the primary technical liaison between Caterpillar platform teams, product partners and support organizations.

Technical Skills:

•                    Experience supporting production grade, customer facing platforms in complex, multi-team environments.

•                    A demonstrated ownership mindset, taking accountability for service stability, incident outcomes, and follow through beyond initial investigation.

•                    Strong understanding of AWS Kinesis streaming and messaging services, containerized and serverless compute using Fargate and Lambda, and CI/CD pipeline implementation using Azure DevOps.

•                    Experience utilizing ServiceNow for incident management and Azure DevOps for features, user stories, etc.

•                    Proven ability to partner effectively with engineering, product, and platform teams to resolve issues and improve operational efficiency.

•                    Experience driving root cause analysis and continuous improvement, turning incidents into long term reliability gains.

•                    Strong understanding of operational readiness standards, including monitoring, alerting and runbooks.

•                    Comfort operating in on-call or escalation roles, maintaining composure and clear communication during high impact incidents.

•                    Ability to identify gaps in processes or tooling and proactively improve support models, documentation, or workflows.

•                    Experience working within enterprise ITSM frameworks.

Soft Skills:

•                    Strong communication skills, with the ability to translate technical issues into clear status and impact updates for stakeholders.

Key Responsibilities:

•                    Own incident tickets through the full lifecycle, from initial triage to resolution and closure.

•                    Collaborate with engineering, platform, product, and operations teams to diagnose issues and coordinate fixes.

•                    Communicate incident status, impact, and resolution progress to stakeholders.

•                    Lead or contribute to root cause analysis and ensure follow up actions are identified and tracked.

•                    Ensure platform reliability through monitoring, alerting, security, and operational best practices.

•                    Respond to and manage production incidents impacting AWS services and APIs.

•                    Drive reliability, stability, and operational readiness improvements across cloud platforms.

•                    Understand end-to-end technical and business flows to support production services effectively.

•                    Develop, maintain, and improve clear, actionable runbooks for operational support.

•                    Lead knowledge transfer sessions to ensure support teams are ready for production support.