About the Role
We are hiring a AWS Cloud Support Engineer for our client to own and elevate their cloud-based support function. This role is ideal for someone who thrives in a production SaaS environment, enjoys solving real customer problems, and wants to help build scalable support processes from the ground up.
You will begin as a senior individual contributor with significant ownership and will evolve into a lead role as the team expands.
This is not a help desk position. This is a hands on technical role in an AWS hosted environment supporting live customer systems.
What You’ll Do:
Customer & Application Support (70–80%)
- Triage and resolve customer support tickets (Jira-based)
- Troubleshoot server configuration and licensing issues
- Support Adobe ColdFusion installations and updates (training provided)
- Assist customers with SSO integrations and system configuration
- Communicate directly with customers to resolve production issues
- Contribute to onboarding new customers
Cloud Monitoring & Infrastructure Support (20–30%)
- Monitor AWS infrastructure (CloudWatch, Datadog, CloudTrail)
- Respond to alerts and system health indicators
- Apply patches and updates to ColdFusion images
- Perform proactive maintenance and audits
- Run pre-built scripts and assist with monitoring automation
Process & Growth Responsibilities
- Design and implement standardized support workflows
- Build and maintain a knowledge base (50+ articles)
- Help define KPIs and resolution metrics
- Mentor future Support Specialist hires
- Contribute to building a fully operational support function
What We’re Looking For:
Required
- 4+ years in Technical Support, Application Support, or Cloud Support
- Experience supporting production SaaS applications
- AWS monitoring experience (EC2, logs, metrics)
- Strong troubleshooting skills across Linux and Windows
- Direct customer-facing experience
- Experience documenting processes and building knowledge bases
Nice to Have
- Adobe ColdFusion experience (or willingness to learn)
- Docker familiarity
- Experience working in PCI or compliance-aware environments
- Experience mentoring junior team members
Technical Environment
- AWS (EC2, ECS, Fargate)
- Docker containerization
- Adobe ColdFusion (Linux & Windows)
- Datadog
- AWS CloudWatch & CloudTrail
- Microsoft Entra (SSO)
- Jira ticketing
Security tools include AWS Security Groups, WAF, and GuardDuty. SOC 2 readiness is planned within 12–18 months.
