Professional Cloud Support Engineer (AWS)

Location: Remote in Mexico; support may include the AMS Pacific shift and a 24/7 global support framework.

Company

hirify.global provides the Autonomous Knowledge Platform, connecting data, knowledge, and business context across on-premises, cloud, and hybrid environments with AI capabilities.

What you will do

• Provide operational support and participate in incident response across multiple customer AWS environments.
• Monitor platform health, performance, resource utilization, and throughput while optimizing AWS resources.
• Implement AWS security practices covering IAM, encryption, compliance, governance, and security monitoring.
• Troubleshoot production infrastructure, platform, application, and performance issues; perform root cause analysis and implement corrective and preventive actions.
• Lead technical discussions during critical incidents, customer calls, incident bridges, escalations, and service reviews.
• Maintain cloud documentation and collaborate with Cloud Operations, SRE, Engineering, Governance, Support, customers, and cloud providers while meeting SLAs, SLOs, and KPIs.

Requirements

• Bachelor’s degree in computer science, information technology, engineering, or a related field; a master’s degree is preferred.
• At least 3 years of hands-on experience supporting, deploying, and managing AWS-based production solutions, plus at least 3 years in technical support, cloud operations, managed services, production support, or customer-facing engineering.
• Strong knowledge of AWS architecture, infrastructure, networking, security, and operational best practices.
• Intermediate Linux administration and shell scripting skills.
• Experience troubleshooting complex infrastructure, platform, application, and performance issues.
• Experience working directly with customers, handling incidents and escalations, and participating in service reviews.
• Basic knowledge of relational databases such as hirify.global, Oracle, DB2, PostgreSQL, or similar platforms.
• Advanced professional proficiency in written and spoken English, including leading customer discussions, incident bridges, service reviews, and technical presentations.
• Strong written, verbal, and presentation skills; ability to collaborate effectively across globally distributed teams.
• At least one associate-level cloud certification is required, such as AWS Certified CloudOps Engineer – Associate or AWS Certified Solutions Architect – Associate.

Nice to have

• AWS Certified Solutions Architect – Professional.
• ITIL Foundation Certification.

Culture & Benefits

• Flexible work model supporting decisions about how, when, and where work is performed.
• People-first and inclusive work environment focused on employee well-being.
• Participation in an on-call rotation and support for critical production incidents when required.
• Continuous learning in cloud infrastructure and operations.