Role Description The Production Support Engineering team plays a key role at FIS® Amount™ by ensuring production issues are managed efficiently and effectively. You will manage high-priority issues to resolution following industry best practices. You’ll troubleshoot, fix, and apply workarounds to resolve technical issues across multiple platforms. Each day, you’ll interact with every aspect of our organization to find the best solution for our partner. Management of ticket queues, monitoring for issues, and post-release validation are also a large part of this role, all while meeting our partners’ SLA requirements. This role interacts with nearly every group within the organization, including engineering, product, QA, customer success, and others. This role supports our 24/7 staffing model. We have positions open with working hours of 4:00 PM–11:00 PM CST or 11:00 PM–7:00 AM CST. Salary: $80,000-$90,000 base salary Similar job titles: Production Support, Production Support Analyst, Incident Manager, Incident Coordinator, IT Major Incident Manager, Application Support Engineer, Support Engineer Qualifications - Technical and/or engineering background with advanced DB SQL skills, including table joins and advanced queries - Experience with Postman, AI, and agents - Experience working with development teams in a fast-paced environment - Basic knowledge or interest of any programming language such as Java, Python, or Ruby - 2 years of experience coordinating and executing major incidents, with demonstrated capacity to lead under pressure - Experience managing a wide spectrum of internal and external stakeholders, collaborating with cross-functional teams like QA, Customer Success, Developers, DevOps, and SRE - Worked in an organization with a complex business environment - Leadership skills with the ability to make quick decisions - Familiar with ITSM/ITIL concepts - You thrive being a self-starter, who can lead others during stressful situations - Familiar with tools such as Confluence, Jira, and on-call management software such as PagerDuty and experience with error monitoring software (Sentry, Kibana) - Bonus: Experience with Jenkins, Argo, Vault, and Coralogix Requirements - Technical ability to deep dive into issues by querying tables, analyzing data, and problem-solving - Prioritization and triage of incoming requests/issues - Drive incident resolution and lead conversations with cross-functional groups - Oversee a technical bridge, if required - Emphasize performing root cause analysis (RCA), documentation, and runbook development - Management of all incidents through the incident management lifecycle - Documentation of all relevant events, getting status reports while driving decision-making and resolution - Ensure stakeholders are updated according to predefined service level agreements - Completion and ownership of the postmortem with appropriate root cause analysis performed - Improvement suggestions to capture preventative measures that will avoid recurrences of incidents - Investigate patterns that indicate larger overall issues, even if we don’t have the solution - Compilation of metrics on a weekly and monthly basis - Maintain dashboards for service incidents and ad hoc reporting as requested - Management of ticket queues, client interaction, and maintenance of batch jobs - Play an active role during critical incidents which may occur outside of normal business hours - Creation of runbooks or standard operating procedures (SOP) Benefits - Remote role; candidate must be located in the U.S. - Current and future sponsorship not available for this position

• Join the team redefining how the world experiences design. • The Production Engineering team sits at the intersection of software engineering and the hardest reliability problems in Canva's infrastructure. • Writing software. Changing how production behaves. When it works, every team ships with more confidence and Canva gets faster and more resilient for the people who use it every day. • The strategic bet is a different model entirely. Canva's own take on what production reliability looks like, built for how we work. • Not operationalising systems. Not running alerts. Writing software that changes how production behaves. • Leading the hardest engagements: Taking personal ownership of the most technically complex areas, sharding, multi-region architecture, JVM performance at scale, while the team builds depth in adjacent domains. • Setting the technical bar: What it means to be a production engineer at Canva. The standard for technical credibility. The archetype that future hiring calibrates against. • Pairing strategy across the team: Deciding how staff and mid-level engineers are paired and what they should be learning from each engagement. • Building the measurement story: Incident severity and duration trending down. Feature launches going to production cleanly. You define what the metrics are and how they're tracked.

• Owning an engagement area: Taking long-term accountability for one of Canva's highest-risk technical domains • Writing production software: The work is code, not process • Instrumenting, refactoring, rebuilding the pieces that cause problems at scale • You're a software engineer first; the reliability outcome at scale is what you're optimising for • Opportunity to pair, mentor and learn from fellow production engineers • Striving for fewer incidents, faster recovery, lower severity, latency that bends in the right direction • Taking pride in moving needle metrics, that positively impacts the quality of the customer experience

Role Description We are seeking a highly motivated and detail-oriented Software Engineer I - Production Operations to join our remote-first engineering team. This role is ideal for early-career engineers who are passionate about building, optimizing, and maintaining high-performance production systems. You will work alongside DevOps, Site Reliability Engineering (SRE), and Software Development teams to ensure the scalability, stability, and efficiency of our mission-critical applications. If you’re looking for a fast-paced, growth-focused environment where you can develop technical expertise, solve real-world problems, and make an impact, we want to hear from you! - Monitor, troubleshoot, and optimize production software systems for high availability, scalability, and performance. - Collaborate with cross-functional teams (DevOps, SRE, and Software Development) to ensure seamless system operations. - Develop automation scripts and tools to enhance system reliability, incident response, and operational efficiency. - Assist in the deployment, configuration, and continuous integration/continuous deployment (CI/CD) of software applications. - Analyze logs, metrics, and system performance data to proactively identify and resolve issues. - Ensure system security, compliance, and best practices in cloud environments. - Participate in an on-call rotation to support production systems and minimize downtime. - Stay up to date with emerging technologies, cloud infrastructure advancements, and industry best practices. Qualifications - Bachelors degree in Computer Science, Software Engineering, or a related field (or equivalent experience). - Strong proficiency in Python, Go, Java, or other backend programming languages. - Experience with Linux-based environments and cloud platforms (AWS, Azure, or GCP). - Familiarity with CI/CD pipelines, containerization (Docker, Kubernetes), and infrastructure as code (Terraform, Ansible). - Basic knowledge of databases (SQL, NoSQL) and distributed systems. - Strong problem-solving and analytical skills with attention to detail. - Excellent communication and collaboration skills in a remote team environment. Preferred Qualifications - Experience with monitoring and logging tools (Prometheus, Grafana, ELK Stack). - Exposure to networking, load balancing, and cloud security principles. - Passion for automation, scripting, and optimizing production operations. Benefits - 100% remote work – work from anywhere with a flexible schedule. - Opportunity for career growth in a fast-scaling, tech-driven company. - Collaborative, inclusive, and innovative team culture. - Competitive salary and benefits package. - Work on real-world projects that make a difference in aviation and industrial technology.