We invite a Middle AWS Support Engineer to join our team.

About us

  • On the market since 2002;
  • Operational departments and development hubs worldwide.

Project description

We are seeking an experienced support engineer to work with our clients' AWS infrastructure. The support engineer plays a key role in resolving medium-complexity incidents, performing in-depth technical diagnostics, and actively collaborating with infrastructure services to resolve issues.

Requirements

Basic Technical Skills (L1 Level):

  • AWS Core Services: Strong understanding of EC2, S3, RDS, VPC, IAM, CloudWatch, EKS, ECS, ECR;
  • Linux Administration: Basic Ubuntu and Amazon Linux administration skills;
  • Networking Basics: Understanding of TCP/IP, DNS, HTTP/HTTPS; ability to perform basic network diagnostics;
  • Command Line: Proficient in Bash, basic system commands;
  • Monitoring Systems: Experience with CloudWatch, Zabbix, Nagios, or similar;
  • ITSM Tools: Experience with ticketing systems (Jira Service Management, ServiceNow, etc.).

 

Advanced Technical Skills (L2 Level):

  • AWS Advanced Services: Hands-on experience with ELB, Auto Scaling, CloudFront, Route 53, ElastiCache;
  • AWS Monitoring: Experience with CloudTrail, X-Ray, detailed CloudWatch metrics analysis;
  • Basic understanding of AWS billing;
  • Linux Systems: Advanced administration, performance analysis, process management;
  • Database Administration: Basic MySQL/PostgreSQL administration, slow query analysis;
  • Web Servers: Configuration and diagnostics of Apache/Nginx, log analysis;
  • Containerization: Basic Docker skills, understanding of ECS/EKS.

 

Automation & Scripting:

  • Bash Scripting: Writing scripts to automate routine tasks;
  • Python Basics: Basic skills for creating simple automation utilities;
  • AWS CLI: Automating AWS resource operations via command line;
  • Infrastructure as Code: Basic understanding of CloudFormation or Terraform.

 

Process Skills:

  • ITIL Foundation: Understanding of core IT service management processes;
  • SLA Management: Experience with service quality metrics;
  • Incident Management: Skills in handling incidents from opening to resolution;
  • Escalation Procedures: Clear understanding of escalation processes.

 

Minimum Experience:

  • Technical support: 2+ years in technical support or system administration;
  • AWS experience: 1+ year of hands-on work with AWS services;
  • Linux experience: 2+ years working with Linux systems.

 

Preferred Experience:

  • Multi-tier support: Experience in multi-level support teams;
  • Outsourcing: Experience working with multiple clients;
  • High-load systems: Experience supporting high-traffic systems;
  • On-call duties: Experience with 24/7 on-call shifts.

 

Certifications:

  • AWS Cloud Practitioner or AWS Solutions Architect Associate is a plus.

 

Essential Qualities:

  • Adaptability: Ability to switch between L1 and L2 tasks as needed
  • Analytical thinking: Capable of both surface-level and deep diagnostics
  • Responsibility: Understanding the critical role in maintaining client systems
  • Stress resistance: Ability to work effectively under SLA pressure and critical incidents
  • Willingness to learn: Desire to grow and master new technologies

 

Communication Skills:

  • Customer oriented: Ability to work with clients of different technical levels
  • Technical writing: Clear documentation of problems and solutions
  • Teamwork: Effective collaboration and knowledge sharing
  • Escalation communication: Structured information transfer during L3 escalations

 

Language Requirements:

  • English: Upper-intermediate level for documentation, written, and verbal communication with international clients.

Responsibilities

L1 Functions:

  • Monitoring client AWS infrastructure using monitoring systems;
  • Logging and initial classification of incoming incidents;
  • Performing initial diagnostics using standard procedures;
  • Resolving routine incidents according to documented procedures;
  • Incident handling in accordance to SLA;
  • Communicating with clients to gather additional information.

 

L2 Functions:

  • In-depth technical diagnostics of more complex AWS infrastructure issues than on L1;
  • Direct connection to client infrastructure to resolve incidents;
  • Analysis of logs, performance metrics, and AWS service status;
  • Performing service recovery operations (restart, scaling, reconfiguration);
  • Developing automation scripts for repetitive tasks;
  • Escalating critical and architectural issues to L3.

 

General Responsibilities:

  • Maintaining and keeping up-to-date the knowledge base;
  • Creating and updating technical documentation;
  • Participating in project chats with clear handover of responsibility during escalations;
  • Mentoring new employees.

We offer

  • Employment is based on an employment contract of the country or a private entrepreneur contract without any reference to a specific location;
  • Paid vacations (24 working days/year) and sick leave;
  • Work Schedule: shift-based work (8 hours on / 32 hours off, including weekends);
  • Working on exciting projects in international team of professionals;
  • Opportunities for learning and practicing new technologies; internal training;
  • Participating in inner meetups and permanent experience exchange with colleagues;
  • Well-defined development processes and methodologies;
  • Partial reimbursement of medical fees, massage or sports.

Recognize yourself? We are waiting for your CV!

Please, fill in the form and we will contact you in case if your experience suits our offer

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