Infrastructure Support Engineer (Cloud & Systems)

The ideal candidate will have hands-on experience with AWS infrastructure, enterprise platforms, and strong analytical and troubleshooting skills. The role requires excellent communication skills and the ability to support both technical and non-technical users in an international environment.

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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