Support Engineer (AWS)

TL;DR

Support Engineer (AWS): Ensuring the stability, availability, and performance of client contact center platforms built on Amazon Connect and supporting AWS services with an accent on incident management, proactive monitoring, and serverless troubleshooting. Focus on diagnosing root causes, refining CloudWatch alerting, and implementing sustainable fixes in a 24x7 operational environment.

Location: Remote (Philippines)

Company

hirify.global pioneers engagement and growth solutions that fuel the exceptional customer experience (CX) through a global AWS Managed Services practice.

What you will do

• Triage and resolve incidents across AWS environments, owning the process from initial alert to final closure.
• Proactively monitor Amazon Connect and AWS services via CloudWatch to detect and prevent service degradation.
• Execute configuration changes, fixes, and enhancements while managing change tickets in ServiceNow.
• Develop and maintain technical troubleshooting guides, runbooks, and operational documentation.
• Collaborate with Technical Account Managers and Developers to identify recurring issues and implement automation.

Requirements

• Experience supporting AWS-based applications or infrastructure in a production environment.
• Hands-on development experience with AWS Lambda, including authoring and troubleshooting functions.
• Working proficiency in Node.js, Python, and TypeScript for serverless functions and automation scripts.
• Experience with Amazon Connect, CloudWatch, IAM, S3, or DynamoDB.
• AWS Certification (Cloud Practitioner, Associate, or higher).
• Must be based in the Philippines.

Nice to have

• Experience working in a Managed Services (MSP) environment.
• Familiarity with ITIL-aligned service management practices.
• Exposure to regulated or compliance-driven environments (e.g., SOC, FedRAMP, healthcare, financial services).

Culture & Benefits

• Great Place To Work 2024-2025 certified company.
• Strong commitment to diversity, equity, and an inclusive workforce.
• Opportunity to work within a core delivery role in a high-growth AWS Managed Services organization.
• Supportive environment focused on employee growth and professional thriving.