Production Support Engineer (L2/L3) – Americas Shift, Java/SRE

About the role

Join a follow‑the‑sun DevOps and production support team that powers a multi‑venue hospitality platform across the UK and US. The role is focused on the Americas shift, handling live incidents and delivering small code and configuration fixes in a Java/SRE environment.

Key responsibilities

• Own incidents (P1–P4) during the Americas shift, acknowledge PagerDuty pages, open incident channels and keep the client updated via Zendesk and Teams.
• Investigate production defects end‑to‑end using Datadog logs, metrics, traces and SQL queries against service databases.
• Ship small code and configuration fixes through review and CI/CD pipelines, including Kubernetes roll‑outs, restarts and rollbacks.
• Leverage AI coding agents for log analysis, code reading and drafting fixes while verifying their output.
• Write clear client‑facing updates, post‑mortems and handovers at shift boundaries.

Required profile

• 4+ years of experience as a Support Engineer with a Java development or SRE background.
• Hands‑on experience reading, debugging and fixing Java services.
• Proven incident‑handling mindset (P1–P4 ownership) and on‑call experience.
• Advanced/Native English communication skills and ability to work EST/CST hours.

Required skills

• Java
• Kubernetes
• SQL
• CI/CD pipelines (GitHub Actions, Octopus Deploy)
• AWS
• Datadog
• PagerDuty
• Terraform
• AI coding agents

What we offer

• Live production ownership with real incidents and impact.
• Modern tech stack with AI tooling integrated into daily workflow.
• Follow‑the‑sun shift model providing clear boundaries and no 24/7 grind.
• Long‑term engagement on a stable, live hospitality platform.