Senior Cloud Support Engineer

7 hours ago

Jakarta, Jakarta, Indonesia Digital Tech Asia Full time $300,000 - $900,000 per year

Key Responsibilities

  • Complex Troubleshooting: Act as the highest level of technical escalation for L2 incidents, diagnosing and resolving complex, non-routine issues across a broad spectrum of AWS services (e.g., EC2, S3, RDS, VPC, Lambda, IAM, EKS/ECS, CloudWatch, Route 53).
  • Root Cause Analysis (RCA): Conduct in-depth analysis for major incidents to identify the root cause, implement preventative measures, and document findings to avoid recurrence.
  • Performance and Monitoring: Proactively monitor and analyze system performance metrics and logs (via CloudWatch, ELK stack, etc.) to identify bottlenecks, potential failure points, and opportunities for optimization.
  • Service Request Fulfillment: Oversee and personally handle advanced service requests, configuration changes, and system maintenance tasks.
  • Documentation & Knowledge Transfer: Maintain and continuously update technical documentation, runbooks, and knowledge base articles for L1/L2 teams to improve first-call resolution rates.
  • Escalation Management: Own the L2 queue, managing ticket priority, workload distribution, and timely resolution according to established Service Level Agreements (SLAs).
  • Mentorship and Training: Provide technical guidance, coaching, and mentorship to junior (L1/L2) engineers, helping them develop advanced troubleshooting and AWS skills.
  • Liaison/Collaboration: Act as a technical liaison between the L2 Support team and senior engineering (L3), DevOps, and Development teams to drive permanent solutions for recurring problems.
  • Project Oversight: Lead or contribute significantly to small to medium-sized infrastructure projects, such as patching cycles, environment upgrades, minor migrations, and implementing new monitoring solutions.

Required Technical Skills & Experience

  • Minimum of 3+ years of hands-on experience in IT operations, cloud engineering, or a related DevOps role, with at least 2 years focused on AWS and L2/L3 support.
  • Proven experience in a leadership, team lead, or senior escalation role.
  • Deep, hands-on expertise with core AWS services, including EC2, S3, RDS, VPC, IAM, and Lambda.
  • Strong understanding of AWS Networking (Subnets, Route Tables, Security Groups, NACLs, Direct Connect/VPN).
  • Proficiency with AWS Monitoring and Logging tools (CloudWatch, CloudTrail, AWS Config).

Other Technical Skills

  • Expertise in administering and troubleshooting Linux (or Windows Server) operating systems.
  • Proficiency in scripting and automation using Python, Bash, or PowerShell.
  • Strong understanding of CI/CD principles and experience with tools like Jenkins, AWS CodePipeline, or GitLab CI/CD.
  • Familiarity with containerization technologies like Docker and Kubernetes (EKS) is a significant plus.

Required Qualifications & Soft Skills

  • Bachelor's degree in computer science, Information Technology, or a related field, or equivalent practical experience.
  • Exceptional analytical and problem-solving skills with a methodical approach to complex technical issues.
  • Excellent written and verbal communication skills, with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
  • Ability to work effectively in a 24/7 support environment, including on-call rotation.

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