Senior Site Reliability Engineer - Support

Responsibilities

• 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.
• 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
• 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
• 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.

Benefits

Additional Information

Job Description NOTE: 1) This position is hybrid (3 days onsite) in our FIS Office locations in Jacksonville (FL), Milwaukee (WI), Atlanta (GA) or NYC (NY). 2) Current and Future Sponsorship is not available for this position. 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.

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