Infrastructure Support Engineer (Cloud & Systems)

WHAT YOU'LL BE DOING:

• Handle and respond to employee support requests through corporate communication and ticketing platforms

• Support, maintain, and troubleshoot cloud and on-premises infrastructure services, applications, and enterprise platforms

• Manage user accounts, access permissions, system configurations, and related administrative tasks

• Troubleshoot hardware, software, access, and basic connectivity issues including VPN, Wi-Fi, DNS, and related networking components

• Monitor infrastructure health, performance, and availability

• Conduct root cause analysis for recurring technical and infrastructure-related issues, and recommend improvements

• Contribute to automation, integration, and process improvement initiatives

• Maintain clear and accurate technical documentation, operational procedures, and user guides

• Work closely with cross-functional teams to design solutions and implement system improvements and upgrades

• Provide remote support for office and on-premises IT infrastructure, where applicable

WHAT WE LOOK FOR IN YOU:

• Bachelor's degree in Computer Science, Information Technology, or related field

• At least 5 years of experience in IT Support and Engineering roles, handling critical systems

• Ability to collaborate across the Americas (GMT-3 to GMT-6) or Asia-Pacific (GMT+7 to GMT+9) time zones

• Hands-on experience with Amazon Web Services (AWS)

• Knowledge of Kubernetes and AWS EKS

• Experience with ticketing systems such as Jira Service Management or ServiceNow

• Scripting or automation experience using Bash or Python

• Basic understanding of networking concepts and protocols, including DNS, VPN, TCP/IP, and Wi-Fi

• Strong troubleshooting and analytical problem-solving skills with attention to detail

• Experience with monitoring tools and troubleshooting methodologies

• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences

• Professional proficiency in English

• Ability to work independently and collaboratively in a fast-paced environment, managing diverse priorities

• A strong desire for continuous learning and professional growth

NICE-TO-HAVE

• ITIL v3 or ITIL v4 certification or practical knowledge

• Experience with workflow automation and integrations using REST APIs and platforms such as Make.com, Zapier, n8n, or similar

• Experience administering or supporting Oracle NetSuite

• Experience administering or supporting Cisco Catalyst / Meraki wireless environments, including controllers, switches, and access points

WHY SHOULD YOU JOIN OUR TEAM?

• Work on impactful challenges in a fast-paced environment with quick feedback loops

• Collaborate with a highly skilled international team

• Use modern technologies and cutting-edge hardware

• Enjoy the flexibility of working remotely

• Take advantage of 40 paid days off

• Competitive compensation package