Key Facts

Remote From:

Full time

English

Hard Skills

Amazon Web Services Amazon Marketplace Node.js (Javascript Library) AWS Lambda Amazon CloudWatch Automated Information Systems System Monitoring Python (Programming Language) Incident Management Amazon DynamoDB +17 more

Other Skills

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Troubleshooting (Problem Solving)
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Technical Acumen
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Calmness Under Pressure
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Analytical Skills
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Teamwork
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Problem Solving

Roles & Responsibilities

Production experience supporting AWS-based applications or infrastructure
Hands-on development experience with AWS Lambda, including authoring, deploying, and troubleshooting functions in production; proficiency in Node.js, Python, and TypeScript
Experience with incident management and ticketing systems (e.g., ServiceNow) and ITIL-aligned service management; comfortable with 24x7 on-call support
AWS Certification (Cloud Practitioner, Associate, or higher) and familiarity with Amazon Connect or related AWS services

Requirements:

Own end-to-end incident management: respond to, triage, and resolve incidents and service requests; communicate with clients and internal teams; escalate high-risk issues as needed
Proactive monitoring and reliability: monitor Amazon Connect and supporting AWS services; investigate CloudWatch alerts; refine thresholds and perform health checks
Change management and platform improvements: execute approved configuration changes and enhancements; manage change tickets; coordinate with Developers and TAMs; support platform growth with new features or AWS services
Documentation, knowledge sharing, and collaboration: document incidents and resolutions in ServiceNow; maintain troubleshooting guides and runbooks; participate in post-incident reviews; collaborate with TAMs and Developers; apply lessons learned to improve monitoring and processes

Job 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.

The Support Engineer (SE) is a core delivery role within our AWS Managed Services organization, responsible for ensuring the stability, availability, and performance of client contact center platforms built on Amazon Connect and supporting AWS services.Support Engineers serve as the front line and last line of defense for client environments. They provide 24x7 operational support, proactive monitoring, incident response, and technical troubleshooting, while partnering closely with Technical Account Managers (TAMs), Developers, and Client stakeholders to maintain service continuity and client trust. This role requires strong technical aptitude, operational discipline, and a service-first mindset.

Support Engineers are critical to our promise to clients: reliable, responsive, and forward-thinking managed services. This role directly impacts client satisfaction, contract retention, and the reputation of our AWS Managed Services practice.

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 time.

Client & Team Collaboration

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.

Skills and experience you will bring:

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).

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About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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