AWS Cloud & Connect Support Engineer (Tier 1-2)

Concentrix; Philippines; Remote; PHP 781,000 - 1,228,000; Full time

Job summary

Concentrix is hiring a Cloud Support professional in the Philippines to provide Tier 1/2 production support for the client's AWS environment (Amazon Connect and AWS services), performing incident triage, diagnosis, and resolution within SLA.

You will handle standard service requests, maintain the knowledge base, escalate complex issues to the Senior Cloud/Connect Engineer, and work AU business hours as part of a global team with strong English communication requirements.

Qualifications

• 2+ years of experience in cloud or contact-centre technical support.
• Exposure to Amazon Connect or comparable CCaaS platform.
• Strong incident-handling discipline and SLA adherence.
• Good written English for documentation and client communications.
• Willingness to work with AU-based team hours.

Responsibilities

• Provide Tier 1/2 production support for the client's AWS environment (Amazon Connect & AWS Services).
• Triage, diagnose and resolve incidents within agreed SLAs.
• Handle standard service requests (moves/adds/changes, config updates, reports).
• Maintain and contribute to the client knowledge base with recurring issues and fixes.
• Escalate complex issues to the Senior Cloud/Connect Engineer with full context.
• Operate within AU business hours and attend daily stand-ups with the AU team.
• Support onboarding/offboarding and routine platform maintenance.

Skills

Cloud support

Amazon Connect

CCaaS

AWS services

Incident management

English communication

Tools

AWS Lambda

S3

CloudWatch

IAM

Job description

Concentrix is hiring a Cloud Support professional in the Philippines to provide Tier 1/2 production support for the client's AWS environment (Amazon Connect and AWS services), performing incident triage, diagnosis, and resolution within SLA.

You will handle standard service requests, maintain the knowledge base, escalate complex issues to the Senior Cloud/Connect Engineer, and work AU business hours as part of a global team with strong English communication requirements.