Responsibilities

• Take ownership of complex escalated support issues, diagnosing and resolving application and infrastructure problems across the entire stack.
• Investigate and troubleshoot issues within the AWS environment, including Aurora PostgreSQL, CloudWatch, and Splunk.
• Collaborate closely with engineering teams to identify root causes and implement permanent fixes for recurring issues.
• Support system monitoring, alerting, and incident response to ensure high availability and performance.
• Document technical findings, resolutions, and operational runbooks to assist the broader support team in knowledge sharing.
• Provide mentorship and training to junior support staff, fostering an environment of continuous learning.
• Actively participate in team meetings to discuss new solutions and improvements to existing processes.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or a similar role, preferably in a cloud-based environment.
• Strong knowledge of AWS services, especially Aurora PostgreSQL, and monitoring tools like CloudWatch and Splunk.
• Exceptional problem-solving skills and the ability to work under pressure.
• Excellent verbal and written communication skills, with a focus on customer service.
• Experience with documentation and creating operational runbooks.
• Ability to work independently and as part of a team in a fast-paced environment.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible working hours and remote work options.
• Opportunities for professional development and career growth.
• Collaborative and innovative work environment.
• Paid time off and holidays to promote work-life balance.