Cloud & Production L2 Support Engineer

We are seeking a Cloud & Production Support Engineer to join our team and ensure the seamless operation of production systems hosted on AWS. The role focuses on monitoring, maintaining, and troubleshooting cloud infrastructure to provide reliable service and swiftly resolve technical incidents. The ideal candidate will possess a strong technical foundation in cloud services and networking, coupled with excellent communication skills to collaborate effectively with customers, security, networking, and development teams.

Key Responsibilities
- Monitor and support production environments built on AWS services including Lambda, API Gateway, S3, DynamoDB, SQS/SNS, IAM, and CloudWatch.
- Investigate and resolve production incidents by performing root-cause analysis and documenting findings to prevent future occurrences.
- Diagnose and troubleshoot networking issues related to TCP/IP, DNS, VPN/IPsec, routing, firewalls, NAT, and TLS/SSL.
- Test and validate REST API integrations and webhooks using tools such as Postman and cURL.
- Review and interpret application and Lambda code written in Node.js/JavaScript or Python to assist in troubleshooting.
- Write and execute SQL queries to support issue investigation and reporting.
- Monitor system logs and dashboards proactively to identify and address potential problems before they impact production.
- Coordinate incident resolution efforts with customers, networking, security, and development teams.
- Participate in a rotational shift schedule covering mornings, evenings, and nights to ensure continuous production support.

Required Qualifications
- 2 to 3 years of experience in cloud support, production support, or a related technical role.
- Proficient with core AWS services such as Lambda, CloudWatch, API Gateway, S3, DynamoDB, IAM, SQS/SNS, and VPC.
- Strong understanding of networking concepts including TCP/IP, DNS, VPN/IPsec, routing, firewalls, NAT, and TLS/SSL troubleshooting.
- Demonstrated experience in troubleshooting production incidents and conducting root-cause analysis.
- Solid knowledge of REST APIs, webhooks, JSON, and related testing tools.
- Working knowledge of SQL for troubleshooting and reporting purposes.
- Familiarity with Node.js/JavaScript or Python sufficient to read and understand application or Lambda code.
- Excellent verbal and written communication skills, capable of coordinating across technical and non-technical teams.
- Willingness to work rotational shifts, including night shifts.

Work Location
This is a fully remote position, offering flexibility while ensuring continuous support coverage.

If you are passionate about cloud technologies and production support, and enjoy a proactive approach to problem-solving, we invite you to apply and become part of our dynamic team.