Miratech

Production Support Engineer – AWS, CCaaS

Miratech

full-time

Posted on:

Location Type: Remote

Location: India

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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
  • Health insurance
  • Language courses
  • Relocation program
  • Professional development opportunities
  • Mentorship and talent investment programs
  • Internal mobility and internship opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
incident responsetroubleshootingroot cause analysisAWS servicesAmazon ConnectLambdaS3DynamoDBDockerKubernetes
Soft Skills
communicationdocumentationcollaboration
Certifications
AWS certifications