Product Support Engineer

Product Support Engineer | FinTech | £55k-£85k

London | 4 Days Onsite

Are you the engineer people turn to when something goes wrong in production, but you don't want to spend your career just working through a support queue?

We're partnering with a fast-growing FinTech building mission-critical technology for banks and regulated financial institutions. As the platform and client base continue to scale, they're looking for a Product Support Engineer who can work across the boundaries of Production Support, Software Engineering, SRE and DevOps .

This is a broad, hands-on engineering role.

You'll take ownership when things go wrong in production, investigate issues across the application and infrastructure, and work out the root cause. But you'll also go beyond traditional support, getting into the backend code, cloud infrastructure, observability and automation to make sure the same problems don't keep happening.

You'll have the opportunity to make smaller code fixes and product improvements yourself, while partnering with Software Engineering on larger changes.

What you'll be doing

• Owning L2/L3 production issues end-to-end , from investigation and incident response through to resolution and RCA.
• Troubleshooting complex issues across applications, APIs, databases, cloud infrastructure and distributed systems .
• Reading, debugging and modifying backend code to resolve issues and implement smaller fixes and improvements.
• Working hands-on with AWS or GCP and collaborating with SRE, DevOps and Platform Engineering.
• Improving monitoring, alerting and observability to identify problems before they impact customers.
• Conducting Root Cause Analysis and turning findings into permanent technical fixes.
• Automating repetitive support and operational processes.
• Supporting releases and deployments into production.
• Improving the reliability, resilience and performance of the platform.
• Working within structured incident, problem and change-management processes.
• Supporting customer-facing and internal teams with complex technical issues.
• Participating in a compensated out-of-hours on-call rota .

What we're looking for

This could suit someone currently working as a Product Support Engineer, Production Support Engineer, Application Support Engineer, Production Engineer, SRE or Software Engineer who enjoys solving complex production problems.

You'll ideally bring:

• Strong L2/L3 production or application support and troubleshooting experience.
• A solid software engineering foundation with the ability to read, debug and modify production code.
• Coding experience with Go, Java, Python, C#, Kotlin or another modern backend language .
• Hands-on experience with AWS or GCP .
• Exposure to SRE and DevOps practices , CI/CD and modern production environments.
• Experience with monitoring and observability tools such as Grafana, Prometheus, Datadog, Splunk, New Relic or similar .
• Experience troubleshooting distributed, event-driven or highly available systems .
• Strong understanding of incident response, RCA and production reliability .
• The ability to work across Software Engineering, SRE/DevOps, Infrastructure and customer-facing teams.

Nice to have

• FinTech, banking, payments or wider financial services experience.
• Kubernetes and Docker.
• Terraform, CloudFormation or other Infrastructure as Code tooling.
• Experience with event streaming or messaging technologies.
• Experience in a startup or scale-up environment .
• Exposure to ITIL, incident, problem and change management .
• Experience supporting high-volume, transactional or business-critical platforms.

London - 4 days onsite

£55,000-£85,000

• discretionary bonus
• benefits
• compensated on-call

This isn't a traditional support role where you investigate an issue and pass it on.

If you enjoy getting under the hood of production systems, working with cloud infrastructure, debugging code and using SRE/DevOps practices to make the platform better , I'd be keen to speak.