We are seeking a Cloud & Production Support Engineer to join our support team. This role is responsible for monitoring, maintaining, and troubleshooting production systems hosted on AWS, ensuring reliable service delivery and timely resolution of technical incidents. The ideal candidate has a strong technical foundation in cloud infrastructure and networking, combined with the communication skills needed to coordinate effectively across customers, security, networking, and development teams.
Key Responsibilities
- Monitor and support production systems built on AWS, including Lambda, API Gateway, S3, DynamoDB, SQS/SNS, IAM, and CloudWatch
- Investigate and resolve production incidents, performing root-cause analysis and documenting findings to prevent recurrence
- Diagnose and troubleshoot networking issues, including TCP/IP, DNS, VPN/IPsec, routing, firewalls, NAT, and TLS/SSL
- Test and validate REST API integrations and webhooks using tools such as Postman and cURL
- Review and interpret application and Lambda code written in Node.js/JavaScript or Python to support troubleshooting efforts
- Write and execute SQL queries for issue investigation and reporting purposes
- Monitor system logs and dashboards to identify and address potential issues proactively
- Coordinate with customers, networking, security, and development teams throughout the incident resolution process
- Participate in a rotational shift schedule, including mornings, evenings, and nights, to maintain continuous production support coverage
Required Qualifications
- Minimum of 2–3 years of experience in a cloud support, production support, or related technical role
- Working knowledge of core AWS services: Lambda, CloudWatch, API Gateway, S3, DynamoDB, IAM, SQS/SNS, and VPC
- Solid understanding of networking concepts, including TCP/IP, DNS, VPN/IPsec, routing, firewalls, NAT, and TLS/SSL troubleshooting
- Demonstrated experience troubleshooting production incidents and conducting root-cause analysis
- Good understanding of REST APIs, webhooks, JSON, and related testing tools
- Working knowledge of SQL for troubleshooting and reporting
- Familiarity with Node.js/JavaScript or Python, sufficient to read and understand application or Lambda code
- Strong verbal and written communication skills, with the ability to coordinate across technical and non-technical teams
- Willingness to work rotational shifts, including night shifts
Work Location: Remote
