Production Support Engineer II

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Regular

English (Required)

1st shift (United States of America)

The Production Support Engineer II is responsible for providing day‑to‑day support for business‑critical systems, ensuring operational stability, and quickly resolving incidents. This role focuses on resolving lower to medium‑priority incidents, maintaining system health, and supporting the improvement of production environments through collaboration with senior engineers and cross‑functional teams.

• Identify, troubleshoot, and resolve lower to medium‑priority technical issues with guidance from senior engineers, ensuring minimal disruption to business operations.
• Support day‑to‑day monitoring of system performance and use monitoring tools (e.g., Splunk, Dynatrace, Cloud Watch) to detect anomalies and take corrective actions.
• Collaborate with cross‑functional teams to resolve technical incidents and escalate higher‑complexity issues to senior engineers as needed.
• Assist in automating routine production support tasks by developing or modifying scripts and tools.
• Maintain documentation for production issues, troubleshooting steps, and system configurations, contributing to the shared knowledge base.
• Participate in incident, problem, and change management processes, following ITIL best practices.
• Perform root cause analysis for recurring issues and assist senior engineers in implementing permanent fixes to improve system stability.
• Support the implementation of process improvements to enhance system performance and minimize downtime.
• Assist with mentoring and supporting junior‑level engineers, providing guidance as needed.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field.
• Four to eight years of experience in production support, systems engineering, database engineering or related technical roles.
• Experience with IT Service Management (ITSM) tools such as Service Now with a solid understanding of incident, problem, and change management processes.
• Proficiency in using monitoring tools like Splunk, Dynatrace, or Cloud Watch to detect and resolve system performance issues.
• Strong analytical and problem‑solving skills, with the ability to assist in root cause analysis and incident resolution.
• Ability to work independently on lower‑to‑medium priority incidents and to escalate complex issues when necessary.

Candidate must be located and work in either the Charlotte NC, Raleigh NC, or Atlanta GA office Monday – Friday.

• Familiarity with supporting Agile team/processes.
• Experience in automation tools and scripting for production support tasks.
• Banking or financial services experience.

• Sitting – Constantly (More than 50% of the time)
• Standing – Frequently (25% – 50% of the time)
• Walking – Frequently (25% – 50% of the time)
• Visual / Audio / Speaking – Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
• Manual Dexterity / Keyboarding – Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
• Availability – Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business need.
• Travel – Minimal and up to 10%

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist…