Role Overview: As a Cloud Technical Support Engineer, you will play a crucial role in ensuring seamless operations and top-tier support for both our internal and external users. Reporting to the IT Director, you’ll be at the heart of managing our ticketing system, providing AWS support, and handling technical troubleshooting requests.
Key Responsibilities:
Support Excellence: Provide 2nd and 3rd line support for operation, technical, and troubleshooting requests within SLAs.
AWS Expertise: Manage AWS services including IAM, EC2, and RDS (SQL Database).
Ticket Management: Efficiently handle and prioritize your ticket queue, ensuring timely resolution.
Proactive Problem Solving: Take initiative to resolve support requests independently or in collaboration with teammates, development teams, or customers.
Cross-Platform Support: Support Microsoft Windows PC and Apple Mac OS devices within a corporate environment.
Knowledge Base: Write and maintain comprehensive documentation for our Knowledge Base.
What We’re Looking For:
Experience: 5+ years in upper-level IT Support roles with demonstrated experience as a Systems Administrator.
AWS Cloud Proficiency: Hands-on experience with IAM Policies and RDS (SQL). Certification is a plus!
Tool Knowledge: Familiarity with Google Workspace, Atlassian products, Slack, and Datadog.
Skills: Excellent troubleshooting, analytical, and task prioritization skills.
Language: Business proficiency in English.
Collaboration: Ability to work effectively with international teams and support customers worldwide remotely
This position is 100% remote and candidates should be located in the region to meet our timezone requirements.
