Miratech

Production Support Engineer – AWS, CCaaS

Miratech

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AWSDockerDynamoDBGrafanaKubernetesServiceNowSplunk

About the role

  • Provide incident response within defined SLAs, troubleshoot production issues, and perform root cause analysis.
  • Monitor and maintain observability using Splunk, CloudWatch, Zabbix, and similar tools.
  • Investigate issues across AWS services, networking, APIs, and integrations.
  • Manage Amazon Connect configurations, contact flows, bots (Lex), and integrations with Lambda, S3, QuickSight, and DynamoDB.
  • Develop visual process flows, standardized troubleshooting playbooks, and how-to guides for support teams.
  • Document alert resolution steps and maintain runbooks, knowledge repositories, and playbooks.
  • Analyze ServiceNow incidents, RCAs, and historical events to extract actionable insights for documentation.
  • Collaborate with platform and operations teams for incident triage, mock troubleshooting sessions, and continuous improvement.

Requirements

  • 4+ years of experience in Production Support, NOC, or Site Reliability Engineering roles.
  • Minimum 3 years of hands-on experience with Amazon Connect (CCaaS).
  • Strong knowledge of AWS services including Amazon Connect, Lambda, S3, DynamoDB, and CloudWatch.
  • Proficiency with monitoring and logging tools such as Splunk, CloudWatch, Dynatrace, Zabbix, and Grafana.
  • Solid understanding of SLIs, SLOs, and core reliability engineering practices.
  • Excellent communication abilities and strong documentation skills.
  • Nice to have: AWS certifications.
  • Experience with Docker/Kubernetes.
  • Knowledge of CCaaS workflows and compliance frameworks (HIPAA, SOC-II).
Benefits
  • Culture of Relentless Performance : join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.
  • Competitive Pay and Benefits : enjoy a comprehensive compensation and benefits package, including health insurance, and a relocation program.
  • Work From Anywhere Culture : make the most of the flexibility that comes with remote work.
  • Growth Mindset : reap the benefits of a range of professional development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities.
  • Global Impact : collaborate on impactful projects for top global clients and shape the future of industries.
  • Welcoming Multicultural Environment : be a part of a dynamic, global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events.
  • Social Sustainability Values : join our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
incident responsetroubleshootingroot cause analysisAWS servicesAmazon ConnectLambdaS3DynamoDBmonitoringlogging
Soft skills
communicationdocumentationcollaboration
Certifications
AWS certifications