Production Support Engineer

Quick Facts

• Role: Production Support Engineer

• Focus: Supporting critical payment applications and stable, reliable production services

• On-call: Once per month (Saturday and Sunday)

Description

You will monitor and support critical production applications, responding to incidents and service requests within agreed SLAs. You will troubleshoot issues using Unix/Linux, SQL, logs, monitoring dashboards, and application behavior, then coordinate recovery activities with development and infrastructure teams. The role also emphasizes improving operational resilience through monitoring/alerting, automation, and strong operational documentation.

Responsibilities

• Monitor and support critical production applications; respond to incidents and service requests within SLAs

• Troubleshoot production issues using logs, monitoring dashboards, SQL data, and application behavior

• Investigate incidents in Unix/Linux using standard command-line tools

• Coordinate recovery activities with development, engineering, and infrastructure teams

• Participate in root cause analysis and post-incident reviews

• Improve monitoring, reduce alert noise, and increase operational resilience

• Create and maintain operational documentation, runbooks, and knowledge articles

• Automate repetitive operational tasks using Bash, PowerShell, or Python

• Use AI productivity tools (e.g., Copilot, Claude) to support automation, documentation, and operational analysis

• Support deployments, patching, disaster recovery exercises, and platform maintenance

• Review operational readiness of changes and identify production support risks

• Communicate service status and recovery progress to relevant stakeholders

Requirements

• 4+ years of experience in Production Support, Application Support, or IT Operations (preferably in financial services)

• Hands-on Unix/Linux knowledge (log analysis and application troubleshooting)

• Ability to write and troubleshoot SQL queries

• Scripting experience with Bash, PowerShell, or Python

• Practical experience supporting and maintaining Kubernetes environments

• Experience with monitoring and observability tools (Splunk, AppDynamics, Prometheus, or similar)

• Good understanding of IT infrastructure concepts and distributed applications

• Working knowledge of Incident, Problem, and Change Management processes

• Experience improving operational processes through automation and continuous improvement

• Practical experience with AI productivity tools (Copilot, Claude, or similar)

• Very good English and strong communication skills

• Ability to collaborate effectively with global teams

Benefits

• Relocation package (4500 PLN total), paid in three installments (1500 PLN per month) if permanent office presence is required

• Extended medical care (over 2000 medical facilities in Poland, 80 in Kraków) for you and your family

• Multisport Benefit card

• Life insurance