Senior Technical Support Engineer; AWS

We are hiring a Senior Technical Support Engineer for our client to own and elevate their cloud-based support function. This role is ideal for someone who thrives in a production SaaS environment, enjoys solving real customer problems, and wants to help build scalable support processes from the ground up.

You will begin as a senior individual contributor with significant ownership and will evolve into a lead role as the team expands.

This is not a help desk position. This is a hands on technical role in an AWS hosted environment supporting live customer systems.

• Triage and resolve customer support tickets (Jira-based)
• Troubleshoot server configuration and licensing issues
• Support Adobe Cold Fusion installations and updates (training provided)
• Assist customers with SSO integrations and system configuration
• Communicate directly with customers to resolve production issues
• Contribute to onboarding new customers
• Respond to alerts and system health indicators
• Apply patches and updates to Cold Fusion images
• Perform proactive maintenance and audits
• Run pre-built scripts and assist with monitoring automation

• Design and implement standardized support workflows
• Build and maintain a knowledge base (50+ articles)
• Help define KPIs and resolution metrics
• Contribute to building a fully operational support function

• 4+ years in Technical Support, Application Support, or Cloud Support
• Experience supporting production SaaS applications
• AWS monitoring experience (EC2, logs, metrics)
• Strong troubleshooting skills across Linux and Windows
• Direct customer-facing experience
• Experience documenting processes and building knowledge bases

• Adobe Cold Fusion experience (or willingness to learn)
• Docker familiarity
• Experience working in PCI or compliance-aware environments
• Experience mentoring junior team members

• AWS (EC2, ECS, Fargate)
• Docker containerization
• Adobe Cold Fusion (Linux & Windows)

Security tools include AWS Security Groups, WAF, and Guard Duty. SOC 2 readiness is planned within 12–18 months.