AWS Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Address, prioritize, and resolve incidents and service requests within AWS environments that we support.

• Take ownership of incidents from the initial alert or client notification through to resolution and closure.

• Identify root causes of issues rather than merely addressing symptoms, and implement long-lasting solutions.

• Maintain clear and professional communication with internal teams and clients throughout the lifecycle of incidents.

• Appropriately escalate complex or high-risk issues to Incident Management or Development teams.

• Proactively monitor Amazon Connect instances and associated AWS services to detect and prevent service degradation.

• Investigate and address alerts triggered by CloudWatch and other monitoring tools.

• Continuously improve alert thresholds and dashboards to ensure that alerts are meaningful, actionable, and timely.

• Conduct routine health checks and platform assessments to identify potential risks before they affect clients.

• Implement approved configuration changes, solutions, and enhancements to resolve incidents or fulfill client requests.

• Create and manage change tickets following internal change management protocols.

• Collaborate with Developers and Technical Account Managers (TAMs) to coordinate changes requiring code updates or architectural reviews.

• Support platform expansion through the implementation of new features, integrations, or AWS services.

• Thoroughly document incidents, resolutions, and changes in ServiceNow.

• Contribute to and maintain troubleshooting guides, runbooks, and operational documentation.

• Participate in post-incident reviews and root cause analyses.

• Utilize lessons learned to enhance monitoring, processes, and overall platform resilience over time.

• Serve as a trusted technical partner to clients during incidents and operational discussions.

• Collaborate effectively with TAMs to ensure client health, stability, and satisfaction.

• Work closely with Developers to identify recurring issues that could be improved through automation or code modifications.

• Maintain professional, calm, and client-focused communication standards in all interactions.

⛳️ Requirements

• Experience in supporting AWS-based applications or infrastructure within a production environment.

• Hands-on development experience with AWS Lambda, including creating, deploying, and troubleshooting functions in production.

• Proficiency in Node.js, Python, and TypeScript for developing serverless functions, integrations, and automation scripts.

• Practical exposure to one or more of the following: Amazon Connect, CloudWatch monitoring and alerting, IAM, S3, DynamoDB, or related AWS services.

• Experience working with incident management and ticketing systems (e.g., ServiceNow).

• Strong troubleshooting and analytical capabilities.

• Ability to clearly communicate technical issues to both technical and non-technical audiences.

• Comfortable working within a 24x7 operational support model, including on-call rotations.

• AWS Certification (Cloud Practitioner, Associate, or higher).

• Experience in supporting contact center technologies or customer experience platforms.

• Familiarity with ITIL-aligned service management practices.

• Experience in a Managed Services or Managed Service Provider (MSP) environment.

• Exposure to regulated or compliance-focused environments (e.g., SOC, FedRAMP, healthcare, financial services).

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities