AWS Cloud Support Engineer (Amazon Connect)

Concentrix; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Concentrix is seeking a Cloud Support Engineer to provide Tier 1/2 production support for AWS environments (Amazon Connect, Lambda, S3). You will diagnose incidents, resolve issues within SLAs, and contribute to the knowledge base.

The role requires 2+ years in cloud or contact-centre tech support, strong English communication, and willingness to collaborate with AU-based team across time zones.

Qualifications

• 2+ years in a cloud or contact-centre technical support role.
• Exposure to Amazon Connect or CCaaS platforms is a plus.
• Strong incident-handling discipline and clear communication.
• Good written English for client-facing communications.
• Willingness to work with AU-based team across time zones.

Responsibilities

• Provide Tier 1/2 production support for AWS environment (Amazon Connect & AWS Services) within SLAs.
• Handle standard service requests (moves/adds/changes, config updates) within scope.
• Maintain and contribute to the client knowledge base with recurring issues and fixes.
• Escalate complex issues to Senior Cloud/Connect Engineer with full context.
• Participate in daily stand-ups and AU team syncs during reasonable hours.
• Support onboarding/offboarding and routine platform maintenance.

Skills

Cloud support

AWS

Incident management

Written English

AU time overlap

Team collaboration

Tools

Amazon Connect

Lambda

S3

CloudWatch

IAM

Job description

Concentrix is seeking a Cloud Support Engineer to provide Tier 1/2 production support for AWS environments (Amazon Connect, Lambda, S3). You will diagnose incidents, resolve issues within SLAs, and contribute to the knowledge base.

The role requires 2+ years in cloud or contact-centre tech support, strong English communication, and willingness to collaborate with AU-based team across time zones.