Senior Technical Support Engineer (AWS)

Savvy Solutions; Greensboro, Winston-Salem, High Point (NC, NC, NC); On-site; USD 80,000 - 100,000; Full time

Job summary

A technology solutions provider is hiring a Senior Technical Support Engineer to enhance their cloud-based support function. This hands-on role involves resolving issues in a production SaaS environment and supporting customers with various technical challenges. Ideal candidates will have 4+ years of experience in technical support and strong troubleshooting skills across both Linux and Windows. The position offers opportunities for growth as the team expands.

Qualifications

• 4+ years in Technical Support, Application Support, or Cloud Support.
• Experience supporting production SaaS applications.
• AWS monitoring experience including EC2, logs, and metrics.
• Strong troubleshooting skills across Linux and Windows.
• Experience documenting processes and building knowledge bases.

Responsibilities

• Triage and resolve customer support tickets (Jira-based).
• Troubleshoot server configuration and licensing issues.
• Support Adobe ColdFusion installations and updates.
• Assist customers with SSO integrations and system configuration.
• Communicate directly with customers to resolve production issues.

Skills

Technical Support

Application Support

Cloud Support

Troubleshooting

Customer-facing communication

Tools

AWS

Docker

Adobe ColdFusion

Job description

We are hiring a Senior Technical Support Engineer for our client to own and elevate their cloud-based support function. This role is ideal for someone who thrives in a production SaaS environment, enjoys solving real customer problems, and wants to help build scalable support processes from the ground up.

You will begin as a senior individual contributor with significant ownership and will evolve into a lead role as the team expands.

This is not a help desk position. This is a hands on technical role in an AWS hosted environment supporting live customer systems.

What You’ll Do:

Customer & Application Support (70–80%)

• Triage and resolve customer support tickets (Jira-based)
• Troubleshoot server configuration and licensing issues
• Support Adobe ColdFusion installations and updates (training provided)
• Assist customers with SSO integrations and system configuration
• Communicate directly with customers to resolve production issues
• Contribute to onboarding new customers
• Respond to alerts and system health indicators
• Apply patches and updates to ColdFusion images
• Perform proactive maintenance and audits
• Run pre-built scripts and assist with monitoring automation

Process & Growth Responsibilities

• Design and implement standardized support workflows
• Build and maintain a knowledge base (50+ articles)
• Help define KPIs and resolution metrics
• Contribute to building a fully operational support function

What We’re Looking For:

Required

• 4+ years in Technical Support, Application Support, or Cloud Support
• Experience supporting production SaaS applications
• AWS monitoring experience (EC2, logs, metrics)
• Strong troubleshooting skills across Linux and Windows
• Direct customer-facing experience
• Experience documenting processes and building knowledge bases

Nice to Have

• Adobe ColdFusion experience (or willingness to learn)
• Docker familiarity
• Experience working in PCI or compliance-aware environments
• Experience mentoring junior team members

Technical Environment

• AWS (EC2, ECS, Fargate)
• Docker containerization
• Adobe ColdFusion (Linux & Windows)

Security tools include AWS Security Groups, WAF, and GuardDuty. SOC 2 readiness is planned within 12–18 months.