Cloud Support Engineer (U$D)

We are seeking a Cloud Support Engineer to support an internal cloud platform operating in an automation-first environment.

This role focuses on AWS operations and Developer Experience, supporting access management, IAM configurations, CI/CD pipelines, repositories, workflows, and internal tooling. The position requires strong ticket ownership, technical troubleshooting skills, and the ability to continuously improve operational efficiency.

You will play a key role in ensuring reliable platform operations while helping development teams deliver faster and more securely.

Key Responsibilities

Support Intake & Ticket Ownership

• Triage incoming service requests, clarify requirements, prioritize work, and drive tickets to closure.
• Provide strong customer communication, including timely updates and clear resolution notes.
• Identify recurring request patterns and propose improvements to reduce ticket volume and resolution time.

AWS Access & Operational Support

• Fulfill AWS access requests, including IAM roles and policies, permission troubleshooting, and least-privilege adjustments.
• Investigate operational issues (“why is this failing?”) across logs, permissions, connectivity, and service configuration.
• Partner with platform and security teams to ensure consistent remediation and compliance.

Developer Experience (CI/CD & Repositories)

• Troubleshoot GitLab CI/CD pipeline issues (runners, permissions, secrets/variables, artifacts, templates).
• Support repository workflows, including access controls, branch protections, and merge strategies.
• Promote standardized patterns that improve delivery reliability and reduce support dependency.

Continuous Improvement

• Create and maintain practical runbooks, knowledge base articles, and FAQs.
• Develop small automation scripts (Python/Bash) to eliminate repetitive manual tasks.
• Contribute minor updates to Infrastructure-as-Code patterns (e.g., Terraform modules), following established standards.

Basic Qualifications

• Intermediate to advanced English communication skills.
• Self-motivated and comfortable operating in evolving, fast-paced environments.
• Strong collaboration skills combined with individual ownership.
• Excellent analytical and troubleshooting abilities.
• High level of accountability and operational discipline.

Required Experience

• 3–4 years supporting cloud platforms, infrastructure, or developer tooling in production environments.
• Strong hands-on AWS experience in API/CLI-driven environments (not console-based only), including:
  • Operating via AWS CLI and SDKs (e.g., boto3).
  • Diagnosing and configuring AWS resources programmatically (IAM roles/policies, STS assume-role flows, CloudWatch logs, S3 access, EC2/VPC basics).
  • Deep understanding of IAM policy evaluation and least-privilege principles.
• Practical troubleshooting across logs, metrics, and networking fundamentals (DNS, TLS/HTTP, security groups, routing).
• Experience supporting GitLab CI/CD pipelines and developer workflows.
• Strong Git fundamentals (branching, merging, protected branches, MR workflows).
• Scripting skills in Python and/or Bash for automation and operational efficiency.
• Clear written communication and strong ticket ownership practices.

Preferred Qualifications

• Familiarity with Infrastructure-as-Code (Terraform or CloudFormation), including reading plans and making controlled changes via PRs.
• Experience with observability tools (CloudWatch, Datadog) for log analysis and alert triage.
• Exposure to security/compliance workflows (access reviews, audit tracking, secure secret handling).
• Exposure to container environments (ECS, EKS, Kubernetes).

What We Offer

• 100% remote work from Argentina, Uruguay, or Brazil.
• Long-term opportunity within a cloud-native digital agriculture platform.
• Exposure to modern AWS automation and DevOps practices.
• Collaborative engineering culture with strong ownership mindset.
• Professional growth in platform and cloud operations.