AWS Support Engineer

🕒 May 11

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤖 Artificial Intelligence

🤝 B2B

Artificial Intelligence • B2B • Customer Experience

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• 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. • 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. • 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. • 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. • 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.

🎯 Requirements

• 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).

🏖️ Benefits

• Health insurance • Flexible work arrangements • Professional development opportunities