Support Engineer (AWS e IA)

Teletrabajo; Chile; Remote; CLP 58,651,000 - 97,752,000; Full time

Benefits offered by this job

SoftServe University

Medical insurance

Food vouchers

Extra days off

Dare to Care

Anniversary Program

Job summary

SoftServe busca expertos en operaciones de nube para apoyar Data/AI y plataformas en la región internacional. La función implica soporte L1/L2 para Databricks y AWS dentro del ecosistema GSU de NextEra Energy, gestionando incidencias, accesos y mejoras operativas.

Se valorará experiencia con GenAI, SRE y prácticas ITIL, con enfoque en la calidad de servicio y colaboración entre equipos para resolver problemas complejos y asegurar la confiabilidad de los datos.

Qualifications

• Experiencia de 3+ años en operaciones en la nube, apoyo a aplicaciones o plataformas de datos, SRE o DevOps.
• Conocimientos prácticos de Databricks, AWS y flujo de trabajo de datos.
• SQL y Python para depuración y scripting; experiencia con AWS (Lambda, DynamoDB, Cognito, CloudWatch, IAM, S3).
• Experiencia en resolución de incidencias, trazas y APIs; comprensión de interacción entre frontend React y APIs backend.
• Conocimiento de GenAI/LLM, prompts, RAG, y herramientas de observabilidad.
• Experiencia ITIL en gestión de incidentes y servicios, con foco en SLAs y RCA.

Responsibilities

• Monitorear trabajos de Databricks, flujos de datos y servicios de AWS; responder a fallos y alertas.
• Gestionar resolución de incidentes y solicitudes dentro de SLAs acordados.
• Colaborar con equipos para resolver integraciones y validar correcciones.
• Investigar problemas de frontend, API y backend usando logs, Spark UI y herramientas de diagnóstico.
• Gestionar accesos y permisos de Databricks across workspaces y Unity Catalog.
• Utilizar herramientas de IA para acelerar la resolución de incidencias y documentación.

Skills

SQL

Python

Databricks

AWS

SRE practices

ITIL

React APIs

GenAI & LLM

Tools

Databricks

Unity Catalog

Lambda

DynamoDB

Cognito

CloudWatch

S3

Job description

Detalles consultados el 09-11-2026. La disponibilidad final se confirma al postular.

Modalidad Remoto

Desde dónde Chile y más

Mexico, Chile , Colombia

Sueldo publicado No publicado

Dedicación Tiempo completo

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Idioma original: English. Se conserva su redacción y las condiciones publicadas.

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Idioma original: English. Se conserva su redacción y las condiciones publicadas.

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Sobre el cargo

• SoftServe is a global digital services and consulting company with 30+ years of experience and 11,000+ professionals across 16 countries, helping businesses worldwide solve complex challenges through technology.
• Our Critical Services Center of Excellence (CoE) brings together engineers, architects, and consultants specializing in Cloud, DevOps, Cybersecurity, Managed Services, and Enterprise IT Transformation. We tackle complex, high-impact technology challenges, working with leading cloud platforms such as AWS, Azure, and Google Cloud while fostering continuous learning and professional growth.
• In this role, you’ll provide hands-on L1/L2 support for Databricks and AWS within NextEra Energy’s GSU ecosystem, including the GSU data product, Allocation Hub, and Gateway. You’ll manage daily operations, ensure the reliability of critical applications and data services, and leverage AI-assisted practices to enhance troubleshooting and build reusable support knowledge.

Qué harás

• Monitor Databricks jobs, workflows, data pipelines, Oracle API ingestion processes, and AWS services, responding to failures, alerts, performance issues, and data quality problems
• Own incident and service request resolution within defined SLAs, performing approved remediation such as job reruns, cluster restarts, configuration updates, and resolution of known data issues
• Collaborate with internal and external stakeholders and L3 product teams to troubleshoot end-to-end integrations, elevate complex or code-level issues with clear evidence, and validate implemented fixes
• Troubleshoot front-end, API, backend, database, connectivity, and integration issues using logs, traces, Spark UI, browser developer tools, monitoring tools, and system diagnostics
• Manage Databricks access and permissions across workspaces, Unity Catalog, groups, and service principals while supporting applications and data platforms
• Use AI-powered engineering tools such as GitHub Copilot and Cursor to accelerate troubleshooting, scripting, log analysis, and operational documentation
• Develop automation scripts, operational tooling, runbooks, knowledge articles, known-error documentation, and repeatable processes that reduce manual support effort
• Monitor platform health, performance, capacity, cost trends, dashboards, and observability while contributing to root cause analysis, service reviews, backlog grooming, and continuous improvement activities

Qué pide la empresa

• +3 years of experience in cloud operations, application or data platform support, SRE, or DevOps, with Databricks and AWS as the main platforms.
• Hands-on experience with Databricks jobs and Workflows, clusters, SQL warehouses, Unity Catalog, Spark logs, Spark UI, and familiarity with the bronze, silver, and gold medallion pattern.
• Strong knowledge of SQL, plus Python for debugging and scripting, and AWS services including Lambda, DynamoDB, Cognito, CloudWatch, IAM, and S3.
• Practical experience with integration and API troubleshooting, including logs, traces, browser developer tools, and understanding how React front ends interact with backend APIs.
• Working knowledge of GenAI and LLM applications, including prompts, RAG, tool or function calling, agents, production failure patterns, and AI-assisted coding or operations tools.
• Experience with ITIL-aligned incident and request management, including priority matrices, SLAs, escalation paths, and root cause analysis.
• Clear written English and a service-minded approach, particularly for tickets, runbooks, end-user communication, and white-glove support for business users.
• Additional relevant exposure to Databricks Apps, Lakebase, Delta Live Tables or Lakeflow, Databricks Asset Bundles, GitHub Actions, Terraform, ServiceNow, MCP-based integrations, Semantic Kernel, LangChain, LLM observability, Databricks AI features, SRE practices, or regulated industries is considered beneficial.

Condiciones y beneficios publicados

• SoftServe University: Access continuous learning opportunities, certification support, and leadership development programs to grow your skills and advance your career
• Medical insurance: Health coverage for you and your family
• Food vouchers: Additional support for your everyday expenses
• Extra days off: Enjoy additional time off to rest, recharge, and maintain a healthy work-life balance
• Dare to Care: Our holistic well-being program, designed to support your overall wellness
• Anniversary Program: Celebrating your milestones and recognizing your journey with SoftServe

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