Job Title: Production Support Engineer (L2/L3) — Americas Shift | Java / SRE Background

Location:
United States, Canada, Mexico — Remote (EST/CST only) Employment Type: Full-time, B2B Contract Experience Level: Middle+ / Senior

Salary:
4500$-5500$ / Monthly English level: Advanced / Native About the Project Our client is building a follow-the-sun DevOps and production support team for a multi-venue hospitality and leisure platform operating across the UK and US. The platform powers guest-facing booking, payments, kiosks, and in-venue game systems — running on Kubernetes on AWS, with ~150 repositories and live operations since June 2026. We are looking for a Production Support Engineer (L2/L3) to own the Americas seat on our Client's DevOps team. This is a hands-on, incident-driven role for someone with a Java developer or SRE background who thrives in live production environments and works confidently with up-to-date AI tooling.

What You'll Do
• Own incidents (P1–P4) during the Americas shift: acknowledge PagerDuty pages, open incident channels, and update the client in Zendesk and Teams within response targets.
• Investigate production defects end-to-end: Datadog logs, metrics, and traces; SQL against service databases; reading the service code to find the root cause.
• Ship small code and config fixes through review and CI/CD pipelines.
• Operate Kubernetes workloads: restarts, rollbacks, config changes; support deploys and maintenance windows.
• Use AI coding agents for code reading, log analysis, and drafting fixes — always verifying output before acting on it.
• Write client-facing updates in plain language and RCAs for P1 incidents.
• Run written handovers at shift boundaries and work the Jira/Zendesk queue. Requirements Must-have:
• 4+ years of experience as a Support Engineer (Middle+/Senior) with a Java developer or SRE background.
• Hands-on Java experience — ability to read, debug,



and make small fixes in Java services.
• Kubernetes — hands-on operational experience.
• SQL — confident querying against production databases.
• CI/CD — practical experience shipping fixes through pipelines.
• Incident handling — P1–P4 ownership, on-call mindset.
• Works with AI agents critically: verifies what the agent produces instead of trusting it blindly.
• Reads unfamiliar code and makes small fixes independently.
• English — Advanced / Native.
•

Location:
USA, Canada, or Mexico — must live in EST or CST time zone.
• Personal traits: attentive, takes ownership, communicates clearly. Nice-to-have:
• AWS, Datadog, PagerDuty, GitHub Actions, Octopus Deploy, Terraform.
• Previous production on-call experience.
• Domain knowledge in hospitality, booking, or payments systems. Work Conditions
• Allocation: Full-time, 160 h/month (Jira worklogs).
• Shift: Fixed PagerDuty layer 9:00 AM – 4:00 PM Central Time (CDT in summer, CST in winter) — all year round.
• Handover: 1 hour for written handover at shift boundaries.
• Weekend on-call: ~1 weekend in 4, by pager (not at a desk).
• Equipment: Own laptop required.
• Security: Strict access rules — 1Password, hardware key, VPN, least privilege. A 15–30 min client intro call is required before any access is granted.
• Duration: Long-term.
• Project stage: Live operations. Team of 4 on follow-the-sun rotation since June 2026. Tech Stack AWS
· Kubernetes
· Terraform
· Datadog
· PagerDuty
· GitHub + GitHub Actions
· Octopus Deploy
· Jira
· Zendesk
· Slack
· Microsoft Teams
· 1Password
· AI coding agents Why Join
• Live production ownership — real incidents, real impact, real learning.
• Modern stack with AI tooling — you'll work with AI agents as part of your daily workflow.
• Follow-the-sun model — clear shift boundaries, no 24/7 grind.
• Long-term engagement on a stable, live platform.

📌 Production Support Engineer (Canada)
🏢 Valletta.Software | AI-Care
📍 Canada