Senior Site Reliability Engineer - Support

Support Engineer

Sits within a newly acquired startup building an AI-enabled, autonomous banking platform for Tier-1 financial institutions within the banking group. 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.

Key Responsibilities

• Technical Troubleshooting & Incident Resolution – 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.
• Customer-Facing Support – 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.
• Observability & AI-Assisted Operations – 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.
• Platform Support – Support Kubernetes-based banking platform environments across cloud, hybrid, and customer-hosted deployments.
• Assist with deployment-related troubleshooting when required; deployment ownership is a plus, not a core requirement.

Required Experience & Capabilities

• Technical Expertise – Strong hands-on troubleshooting experience across production or customer-facing technical environments — the single most important capability for this role.
• 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.
• Customer-Facing Experience (Mandatory) – At least one proven customer-facing technical role is required.
• Experience working directly with customers during investigations, escalations, or production support scenarios.
• Operating Style – 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.

Preferred Experience

• Experience supporting enterprise SaaS, banking platforms, fintech systems, or regulated infrastructure.
• Familiarity with cloud or hybrid environments such as AWS, GCP, Azure, or on-prem enterprise deployments.
• Exposure to deployment workflows, Helm, Terraform, Flux, ArgoCD, Kafka, or distributed databases.

Ideal Candidate Profile

The ideal candidate is someone who enjoys solving difficult problems, working directly with customers, and bringing structure and clarity to complex technical situations. They are hands-on, calm under pressure, and comfortable moving between logs, metrics, customer context, and engineering discussions to get to root cause. This is not an architecture or platform design role — engineers looking to architect and build systems will find a better fit in our Platform Engineer openings.

Impact & Scope

Direct impact on customer trust, production reliability, and operational continuity for Tier-1 banking institutions. High visibility across customer, support, engineering, platform, and product teams.

This role offers the opportunity to support a next-generation banking platform used by some of the world's largest financial institutions. It combines the technical complexity of Kubernetes-based infrastructure, the urgency of production support, and the customer impact of enterprise banking.

Note:

• This position is hybrid (3 days onsite) in our FIS Office locations in Jacksonville (FL), Milwaukee (WI), Atlanta (GA) or NYC (NY).
• Current and Future Sponsorship is not available for this position.

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $144,730.00 - $246,040.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.