Infrastructure Support Engineer (Cloud & Systems)

WHAT YOU'LL BE DOING:

• Handle and respond to employee support requests through corporate communication and ticketing platforms
• Support, maintain, and troubleshoot cloud and on-premises infrastructure services, applications, and enterprise platforms
• Manage user accounts, access permissions, system configurations, and related administrative tasks 
• Troubleshoot hardware, software, access, and basic connectivity issues including VPN, Wi-Fi, DNS, and related networking components
• Monitor infrastructure health, performance, and availability
• Conduct root cause analysis for recurring technical and infrastructure-related issues, and recommend improvements
• Contribute to automation, integration, and process improvement initiatives
• Maintain clear and accurate technical documentation, operational procedures, and user guides  
• Work closely with cross-functional teams to design solutions and implement system improvements and upgrades
• Provide remote support for office and on-premises IT infrastructure, where applicable

WHAT WE LOOK FOR IN YOU:

• Bachelor's degree in Computer Science, Information Technology, or related field
• At least 5 years of experience in IT Support and Engineering roles, handling critical systems
• Ability to collaborate across the Americas (GMT-3 to GMT-6) or Asia-Pacific (GMT+7 to GMT+9) time zones
• Hands-on experience with Amazon Web Services (AWS)
• Knowledge of Kubernetes and AWS EKS
• Experience with ticketing systems such as Jira Service Management or ServiceNow
• Scripting or automation experience using Bash or Python
• Basic understanding of networking concepts and protocols, including DNS, VPN, TCP/IP, and Wi-Fi
• Strong troubleshooting and analytical problem-solving skills with attention to detail
• Experience with monitoring tools and troubleshooting methodologies
• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences
• Professional proficiency in English
• Ability to work independently and collaboratively in a fast-paced environment, managing diverse priorities
• A strong desire for continuous learning and professional growth

NICE-TO-HAVE

• ITIL v3 or ITIL v4 certification or practical knowledge
• Experience with workflow automation and integrations using REST APIs and platforms such as Make.com, Zapier, n8n, or similar
• Experience administering or supporting Oracle NetSuite
• Experience administering or supporting Cisco Catalyst / Meraki wireless environments, including controllers, switches, and access points

WHY SHOULD YOU JOIN OUR TEAM?

• Work on impactful challenges in a fast-paced environment with quick feedback loops
• Collaborate with a highly skilled international team
• Use modern technologies and cutting-edge hardware
• Enjoy the flexibility of working remotely
• Take advantage of 40 paid days off
• Competitive compensation package