TTEC Digital
Managed Services
AWSSupportEngineer
Neural analysis suggests this role is
optimal for Mid+ candidates.
“AWS Support Engineer at TTEC Digital. Skills: AWS Support, AWS Lambda, Node.js, Python, TypeScript, Amazon Connect, CloudWatch, Incident Management. 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”
What You'll Achieve.
ensure their employees feel valued, and fully supported; an amazing customer experience is an employee first process; a place where employees know they can thrive; proactively detect and prevent service degradation; ensure alerts are meaningful, actionable, and timely; identify risks before they impact clients; support client health, stability, and satisfaction; improve monitoring, processes, and platform resilience over time
Industry & Context.
Diagnose root cause issues, not just symptoms, and implement sustainable fixes; troubleshooting and analytical skills
Comfort working in a 24x7 operational support model, including on-call rotations
What They're Looking For.
Must Have
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), 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)
Nice to Have
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)
What You'll Do.
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
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
Perform routine health checks and platform reviews to identify risks before they impact clients
Execute approved configuration changes
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
and changes thoroughly in ServiceNow
Contribute to and maintain troubleshooting guides
and operational documentation
Participate in post-incident reviews and root cause analyses
Apply lessons learned to improve monitoring
and platform resilience over time
How You'll Work.
Team & Collaboration
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; Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review; 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
Communication Scope
Communicate clearly and professionally with internal teams and clients throughout incident lifecycles; Ability to communicate technical issues clearly to both technical and non-technical audiences; Uphold professional, calm, and customer-focused communication standards in all interactions
Process & Methodology
Incident Management, Service Management, Change Management
Full Job Description
## Description At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive. ## What You'll Be Doing Incident & Service Management 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. Proactive Monitoring & Prevention 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. Change & Platform Support 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. Documentation & Continuous Improvement 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 ti
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