Cloud Support Engineer

Ironbook AI; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Ironbook AI is seeking an AWS-focused support engineer to diagnose and resolve issues across AWS services, with responsibilities spanning incident response, optimization, and customer guidance on best practices.

You will engage in monitoring, automation, and collaboration with AWS service teams to ensure high availability and secure architectures for client workloads.

Qualifications

• Strong understanding of AWS core services.
• Linux and Windows system administration experience.
• Networking fundamentals including DNS, TCP/IP, VPNs, firewalls.
• Scripting and automation experience.
• Basic security principles and IAM concepts.

Responsibilities

• Handle customer support cases through a ticketing system.
• Participate in live calls to resolve critical production issues.
• Review logs and metrics to diagnose and troubleshoot problems.
• Recommend architectural and operational improvements.
• Collaborate with AWS service teams and internal peers.

Skills

AWS core services

Linux

Windows administration

Networking fundamentals

Scripting & automation

IAM concepts

Tools

CodePipeline

GitHub Actions

Jenkins

Job description

Diagnose and resolve issues across AWS services, including:

• Compute: EC2, Auto Scaling, Elastic Beanstalk, Lambda
• Networking: VPC, Route 53, Elastic Load Balancer (ELB), CloudFront

Additional responsibilities include:

• Investigating performance issues, service outages, and configuration errors
• Analyzing logs, metrics, and error messages to identify root causes
• Respond to customer-reported incidents based on severity levels (P1–P4)
• Escalate complex issues to AWS service teams when required
• Communicate effectively with customers regarding status, impact, and workarounds

Advise customers on:

• High availability and fault-tolerant architectures
• Scalability and performance optimization
• Security best practices, including IAM, encryption, and least-privilege access

Support customers in aligning workloads with the AWS Well-Architected Framework.

4. Monitoring & Optimization

Utilize AWS monitoring and advisory tools such as:

• Amazon CloudWatch (metrics, alarms, logs)
• Identify risks related to performance, security, and cost
• Recommend proactive improvements and optimizations

5. Automation & Scripting

• Write, review, and troubleshoot scripts using Python, Bash, and PowerShell
• Use AWS SDKs (e.g., Boto3) for automation
• Assist with automating deployments and operational tasks
• Troubleshoot CI/CD pipelines using tools such as CodePipeline, GitHub Actions, and Jenkins

6. Documentation & Knowledge Sharing

• Create and maintain internal knowledge base articles
• Document Root Cause Analyses (RCA) for major incidents
• Share learnings and best practices with peers to improve overall support quality

Skills Required

Technical Skills

• Strong understanding of AWS core services
• Linux and Windows system administration
• Networking fundamentals (DNS, TCP/IP, VPNs, firewalls)
• Scripting and automation experience
• Basic security principles and IAM concepts

Soft Skills

• Excellent communication skills with the ability to explain complex issues clearly
• Strong customer empathy and professionalism
• Ability to work under pressure, especially during critical incidents
• Analytical mindset with strong problem-solving capabilities

Typical Day-to-Day Activities

• Handle customer support cases through a ticketing system
• Participate in live calls to resolve critical production issues
• Review logs and metrics to diagnose and troubleshoot problems
• Recommend architectural and operational improvements
• Collaborate with AWS service teams and internal peers