Archive Production Support Engineer - Hybrid

Archive Production Support Engineer - Hybrid - Alpharetta, GA & Montreal (first preference)

6+ Months

Hybrid - 3 days a week

We are looking for Linux-heavy support engineer (7+ years) with Python/shell scripting, ServiceNow/ITIL, and monitoring tools experience, supporting regulated, mission-critical systems.

Production Support Engineer – Linux/Unix (On-Prem, 24/7 Environment) We’re searching for an experienced Level 3 (L3) production support engineer who can quickly learn system architecture, troubleshoot complex issues, keep the platform stable, and find ways to automate operational work.

Core requirements

• Strong Linux/Unix administration and troubleshooting
  
• Python scripting and automation experience
  
• Shell scripting knowledge
  
• Understanding of servers, storage, networking, and infrastructure dependencies
  
• Experience supporting production environments and resolving incidents
  
• Ability to understand system architecture and work independently
  
• Interest in using AI tools to improve automation and operational efficiency
  
  

Key flexibility points

• Not a developer role: Candidates don’t need to be hands-on software developers. Someone who knows the environment and can use scripting and AI tools to automate processes will add significant value.
  
• Python vs. shell: Python is preferred, but strong shell-based automation will also be considered.
  
• Experience: The spec says 7 years, but that isn’t a hard requirement. Candidates with 5–6 years and the right technical depth are welcome.
  
• Storage: No specific vendor or platform required. Candidates should understand core concepts (SAN, NAS, WORM) and how storage integrates with servers and applications.
  
• Industry: Financial services experience is not required. Background in compliance archiving, records management, WORM storage, or retention schedules is a plus, not a prerequisite. We’re prioritizing strong infrastructure fundamentals, so candidates from other
  
• industries are encouraged.
  

Responsibilities

• Support production systems and resolve incidents
  
• Troubleshoot infrastructure and application issues
  
• Maintain system stability and availability
  
• Participate in on-call rotations
  
• Build scripts and automation to improve efficiency
  
• Identify opportunities to use AI tools to reduce manual effort The on-prem environment has plenty of room to improve processes, so proactive problem-solvers will find opportunities to contribute well beyond day-to-day support.
  

On-call and weekends

• 24/7 support is required for this business-critical platform.
  
• The team currently has three dedicated resources and plans to add two more. Once at five, weekend on-call will rotate, roughly one weekend per month per person.
  
• Weekend work is typically incident-driven, not scheduled.
  
• There is no formal comp-time policy. The manager handles it case by case. After a major weekend outage (e.g., 5–10 hours), time off during the week is typically flexible. Minor issues (~30 minutes) generally don’t earn additional time off.
  
• The team is flexible and doesn’t micromanage daily schedules. Team and interview process
  
• The role sits on a small, dedicated support squad within a larger engineering organization (roughly 7–8 people).
  
• The direct manager is based in Montreal.
  
• The manager’s team conducts initial interviews. The hiring manager conducts the final technical interview and assessment. Ideal background: Linux/Unix infrastructure and production support, with knowledge of servers, storage, networking, and automation.
  

Responsibilities

What You’ll Do

• Support and troubleshoot mission-critical applications and infrastructure
  
• Manage change, incident, and problem processes using ticketing systems such as ServiceNow, following ITIL practices
  
• Work in Linux environments, using Python/shell scripting and job scheduling tools such as Autosys
  
• Improve and evolve the archive process, including documentation, best practices, tracking, and scoping
  

What You’ll Bring

• 7+ years of experience in Linux environments, especially file systems
  
• Good understanding of networking, storage technologies (WORM), and infrastructure
  
• Strong analytical and application troubleshooting skills
  
• Very good Python and shell scripting and programming skills
  
• Experience with relational databases and SQL (e.g., IBM DB2)
  
• Experience with ServiceNow, Jira, and Confluence
  
• Experience with change, incident, and problem management
  
• Experience with SDLC and code review
  
• Monitoring and troubleshooting experience with tools such as Grafana, Prometheus, Loki, and Splunk
  
• Strong organizational, communication, and interpersonal skills; detail-oriented, with initiative and good judgment
  
• Ability to work independently and handle sensitive, confidential information
  

Nice to Have

• Experience with record archive, document management, or report delivery systems
  
• Exceptional written and verbal communication skills
  
• Solid ITIL knowledge, with experience implementing and following ITIL guidelines
  
• Experience with cloud-based platforms
  
• Experience working with regulatory, compliance, or litigation groups
  
• Vendor management experience, including working with vendor operations teams