Production Support Systems Intern

About the Role

The Production Support Systems Intern supports the team responsible for maintaining the stability and availability of production systems. This role offers hands-on exposure to incident management, monitoring, and escalation processes within a live environment.

What You'll Be Doing

• Monitor Sentry and CloudWatch dashboards for errors and anomalies under the guidance of a senior engineer.
• Perform first-level triage of alerts and follow documented runbooks for known issues.
• Create and update JIRA Service Management tickets with clear, complete incident details.
• Escalate issues to the on-call engineer or Tier 3 with accurate, well-structured summaries.
• Prepare shift handoff reports and join overlap with the wider team.
• Read CloudWatch Logs to identify ECS task errors, AWS Batch job failures, and Lambda/API issues.
• Assist with restarting failed ECS tasks and retrying Batch jobs, as directed by the senior engineer.
• Run start-of-shift and end-of-shift environment health checks and confirm nightly batch jobs have completed.
• Learn to distinguish frontend (React JS) issues from backend API failures using Sentry error traces.
• Run basic PostgreSQL/RDS checks and flag slow queries or connection issues to the team.
• Verify that nightly backup and data replication jobs completed, and report any failure promptly.
• Observe and support scheduled maintenance and deployments, including post-deployment monitoring.
• Write simple Python scripts to automate repetitive checks and parse logs.
• Document incident summaries, resolution steps, and learnings; help update runbooks and SOPs in the knowledge base.

Requirements & Tech Stack

• AWS-hosted Python/Django/FastAPI backend and React JS frontend.
• Incident tracking via JIRA Service Management.
• System health monitoring through Sentry and CloudWatch.
• CloudWatch Logs, ECS, AWS Batch, Lambda/API.
• PostgreSQL/RDS.
• Git fundamentals.
• Docker and containers (awareness is a plus).
• Django, FastAPI, or React JS (exposure is a plus).
• Sentry, JIRA, or similar monitoring and incident management tools (prior use is a plus).

Qualifications

• No prior production support experience is needed.
• Pursuing or recently completed a Bachelors/Masters degree in Computer Science, IT, Engineering, or a related field.
• Foundational understanding of cloud concepts.
• Exposure to AWS (EC2, S3, CloudWatch, RDS) through coursework, projects, or certifications is a plus.
• Basic proficiency in Python for scripting and log parsing.
• Basic understanding of SQL/PostgreSQL and how web applications and REST APIs work.
• Familiarity with Linux command line.
• Prior internship, academic project, or hands-on lab experience in IT support, DevOps, or NOC environments is a plus.
• AWS Cloud Practitioner or ITIL Foundation certification (or willingness to pursue one) is a plus.
• Curiosity, eagerness to learn, driven to grow through ownership, attention to detail, and upstanding character.
• Calm, methodical, and attentive to detail when things go wrong.
• Strong written communication skills for incident notes and shift handoffs.
• Eagerness to learn, take feedback, and ask for help or escalate when unsure.