AWS Production Support Engineer — xIncident Response

AWS Production Support Engineer
Direct Full-Time
Lafayette, LA | Knoxville, TN | Columbia, SC | Birmingham, AL

Position Summary
We are seeking an AWS Production Support Engineer with 2–5 years of production/application support experience to provide 24x7 operational support for applications running in an AWS environment.
The ideal candidate will have strong troubleshooting and incident-management skills, hands-on experience investigating application and infrastructure alerts, and the ability to perform initial triage using AWS services, Splunk, Open Telemetry, and application logs.
This role requires someone who is proactive, self-motivated, comfortable working in a production environment, and able to quickly determine whether an issue is isolated or part of a broader outage.
Key Responsibilities

• Provide 24x7 production support for applications operating in an AWS environment.
• Monitor production alerts and investigate application or infrastructure incidents.
• Perform initial troubleshooting and triage using AWS, Splunk, Open Telemetry, and application/system logs.
• Investigate batch and scheduled job failures, gather relevant information, and identify potential causes.
• Determine the severity and impact of production issues and escalate to appropriate SMEs or engineering teams when required.
• Troubleshoot application performance, availability, and operational issues.
• Support production deployments and releases.
• Execute and monitor basic CI/CD jobs and deployment processes.
• Review logs and monitoring data to determine whether an issue is isolated or part of a larger production outage.
• Work closely with development, infrastructure, cloud, and support teams during incident resolution.
• Maintain and continuously improve operational documentation and knowledge articles.
• Identify opportunities to improve production-support processes and operational efficiency.

• 2–5 years of Production Support / Application Support experience.
• Experience supporting applications in a 24x7 production environment.
• Working knowledge of AWS and the ability to navigate AWS services for troubleshooting and investigation.
• Hands-on experience with Splunk for log analysis and troubleshooting.
• Strong experience with incident investigation, initial triage, troubleshooting, and escalation.
• Experience investigating application alerts, system logs, and production failures.
• Experience supporting and troubleshooting batch jobs / scheduled jobs.
• Strong analytical and problem-solving skills.
• Ability to determine whether an issue is isolated or part of a broader outage.
• Ability to work independently and escalate appropriately when deeper technical expertise is required.
• Strong communication skills and a proactive, self-learning mindset.

• Open Telemetry
• Auto Sys
• Apache
• RMJ
• CI/CD
• Production release support
• Application debugging
• Monitoring and observability tools
• Knowledge-base / operational documentation experience

• Enjoys troubleshooting production issues.
• Can investigate alerts independently before escalating.
• Is comfortable working with ambiguity during operational incidents.
• Learns new applications and technologies quickly.
• Understands incident severity and escalation procedures.
• Can work effectively under pressure during production outages.
• Continuously looks for ways to improve support processes and documentation.

• A production incident they handled and their troubleshooting approach.
• How they investigate issues using AWS logs or Splunk.
• Steps taken when a batch or scheduled job fails.
• How they determine when an issue should be escalated.
• Experience supporting a 24x7 production environment.
• Examples of operational-process or documentation improvements they have implemented.

#M1
#DI-CB2
#L1 - KB1