AWS Support Engineer

ManilaRemoteFull-Timemid

Customer SupportSupport Engineer

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Quick Summary

Overview

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

Technical Tools

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The Support Engineer (SE) is a core delivery role within our AWS Managed Services organization, responsible for ensuring the stability, availability, and performance of client contact center platforms built on Amazon Connect and supporting AWS services.Support Engineers serve as the front line and last line of defense for client environments. They provide 24x7 operational support, proactive monitoring, incident response, and technical troubleshooting, while partnering closely with Technical Account Managers (TAMs), Developers, and Client stakeholders to maintain service continuity and client trust. This role requires strong technical aptitude, operational discipline, and a service-first mindset.

Support Engineers are critical to our promise to clients: reliable, responsive, and forward-thinking managed services. This role directly impacts client satisfaction, contract retention, and the reputation of our AWS Managed Services practice.

Incident & Service Management

Respond to, triage, and resolve incidents and service requests across supported AWS environments.

Own incidents end-to-end, from initial alert or client report through resolution and closure.

Diagnose root cause issues, not just symptoms, and implement sustainable fixes.

Communicate clearly and professionally with internal teams and clients throughout incident lifecycles.

Escalate complex or high-risk issues appropriately to Incident Management or Development teams.

Proactive Monitoring & Prevention

Monitor Amazon Connect instances and supporting AWS services to proactively detect and prevent service degradation.

Investigate and remediate alerts generated via CloudWatch and other monitoring tools.

Continuously refine alerting thresholds and dashboards to ensure alerts are meaningful, actionable, and timely.

Perform routine health checks and platform reviews to identify risks before they impact clients.

Change & Platform Support

Execute approved configuration changes, fixes, and enhancements in support of incident resolution or client requests.

Create and manage change tickets in alignment with internal change management processes.

Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review.

Support platform growth through implementation of new features, integrations, or AWS services.

Documentation & Continuous Improvement

Document incidents, resolutions, and changes thoroughly in ServiceNow.

Contribute to and maintain troubleshooting guides, runbooks, and operational documentation.

Participate in post-incident reviews and root cause analyses.

Apply lessons learned to improve monitoring, processes, and platform resilience over time.

Client & Team Collaboration

Act as a trusted technical partner to clients during incidents and operational discussions.

Collaborate effectively with TAMs to support client health, stability, and satisfaction.

Work closely with Developers to identify recurring issues that may benefit from automation or code changes.

Uphold professional, calm, and customer-focused communication standards in all interactions.

Experience supporting AWS-based applications or infrastructure in a production environment.

Hands-on development experience with AWS Lambda, including authoring, deploying, and troubleshooting functions in production.

Working proficiency in Node.js, Python, and TypeScript for building serverless functions, integrations, and automation scripts.

Hands-on exposure to one or more of the following: Amazon Connect, CloudWatch monitoring and alerting, IAM, S3, DynamoDB, or related AWS services.

Experience working within incident management and ticketing systems (e.g., ServiceNow).

Strong troubleshooting and analytical skills.

Ability to communicate technical issues clearly to both technical and non-technical audiences.

Comfort working in a 24x7 operational support model, including on-call rotations.

AWS Certification (Cloud Practitioner, Associate, or higher).

Experience supporting contact center technologies or customer experience platforms.

Familiarity with ITIL-aligned service management practices.

Experience working in a Managed Services or MSP environment.

Exposure to regulated or compliance-driven environments (e.g., SOC, FedRAMP, healthcare, financial services).