At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is the same a place where employees know they can thrive.
The Support Engineer (SE) is a core delivery role within our AWS Managed Services organization responsible for ensuring the stability availability and performance of client contact center platforms built on Amazon Connect and supporting AWS Engineers serve as the front line and last line of defense for client environments. They provide 24x7 operational support proactive monitoring incident response and technical troubleshooting while partnering closely with Technical Account Managers (TAMs) Developers and Client stakeholders to maintain service continuity and client trust. This role requires strong technical aptitude operational discipline and a service-first mindset.
Support Engineers are critical to our promise to clients: reliable responsive and forward-thinking managed services. This role directly impacts client satisfaction contract retention and the reputation of our AWS Managed Services practice.
What Youll Be Doing
Incident & Service Management
Respond to triage and resolve incidents and service requests across supported AWS environments.
Own incidents end-to-end from initial alert or client report through resolution and closure.
Diagnose root cause issues not just symptoms and implement sustainable fixes.
Communicate clearly and professionally with internal teams and clients throughout incident lifecycles.
Escalate complex or high-risk issues appropriately to Incident Management or Development teams.
Proactive Monitoring & Prevention
Monitor Amazon Connect instances and supporting AWS services to proactively detect and prevent service degradation.
Investigate and remediate alerts generated via CloudWatch and other monitoring tools.
Continuously refine alerting thresholds and dashboards to ensure alerts are meaningful actionable and timely.
Perform routine health checks and platform reviews to identify risks before they impact clients.
Change & Platform Support
Execute approved configuration changes fixes and enhancements in support of incident resolution or client requests.
Create and manage change tickets in alignment with internal change management processes.
Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review.
Support platform growth through implementation of new features integrations or AWS services.
Documentation & Continuous Improvement
Document incidents resolutions and changes thoroughly in ServiceNow.
Contribute to and maintain troubleshooting guides runbooks and operational documentation.
Participate in post-incident reviews and root cause analyses.
Apply lessons learned to improve monitoring processes and platform resilience over time.
Client & Team Collaboration
Act as a trusted technical partner to clients during incidents and operational discussions.
Collaborate effectively with TAMs to support client health stability and satisfaction.
Work closely with Developers to identify recurring issues that may benefit from automation or code changes.
Uphold professional calm and customer-focused communication standards in all interactions.
Skills and experience you will bring:
Experience supporting AWS-based applications or infrastructure in a production environment.
Hands-on development experience with AWS Lambda including authoring deploying and troubleshooting functions in production.
Working proficiency in Python and TypeScript for building serverless functions integrations and automation scripts.
Hands-on exposure to one or more of the following: Amazon Connect CloudWatch monitoring and alerting IAM S3 DynamoDB or related AWS services.
Experience working within incident management and ticketing systems (e.g. ServiceNow).
Strong troubleshooting and analytical skills.
Ability to communicate technical issues clearly to both technical and non-technical audiences.
Comfort working in a 24x7 operational support model including on-call rotations.
AWS Certification (Cloud Practitioner Associate or higher).
Experience supporting contact center technologies or customer experience platforms.
Familiarity with ITIL-aligned service management practices.
Experience working in a Managed Services or MSP environment.
Exposure to regulated or compliance-driven environments (e.g. SOC FedRAMP healthcare financial services).
#LI-IG1
About Us
TTEC Digital and our 1800 employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company TTEC Engage is a 60000 employee service company with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need they can draw from these independently managed centers of excellence TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications so if you feel you would succeed in the role above please take a moment and share your qualifications.
#LI-RemotePhilippines
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is the same a place where employees know they can thrive.The Support Engineer (SE) is a core delivery role within our AWS Managed...
At TTEC Digital we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee first process. Our vision is the same a place where employees know they can thrive.
The Support Engineer (SE) is a core delivery role within our AWS Managed Services organization responsible for ensuring the stability availability and performance of client contact center platforms built on Amazon Connect and supporting AWS Engineers serve as the front line and last line of defense for client environments. They provide 24x7 operational support proactive monitoring incident response and technical troubleshooting while partnering closely with Technical Account Managers (TAMs) Developers and Client stakeholders to maintain service continuity and client trust. This role requires strong technical aptitude operational discipline and a service-first mindset.
Support Engineers are critical to our promise to clients: reliable responsive and forward-thinking managed services. This role directly impacts client satisfaction contract retention and the reputation of our AWS Managed Services practice.
What Youll Be Doing
Incident & Service Management
Respond to triage and resolve incidents and service requests across supported AWS environments.
Own incidents end-to-end from initial alert or client report through resolution and closure.
Diagnose root cause issues not just symptoms and implement sustainable fixes.
Communicate clearly and professionally with internal teams and clients throughout incident lifecycles.
Escalate complex or high-risk issues appropriately to Incident Management or Development teams.
Proactive Monitoring & Prevention
Monitor Amazon Connect instances and supporting AWS services to proactively detect and prevent service degradation.
Investigate and remediate alerts generated via CloudWatch and other monitoring tools.
Continuously refine alerting thresholds and dashboards to ensure alerts are meaningful actionable and timely.
Perform routine health checks and platform reviews to identify risks before they impact clients.
Change & Platform Support
Execute approved configuration changes fixes and enhancements in support of incident resolution or client requests.
Create and manage change tickets in alignment with internal change management processes.
Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review.
Support platform growth through implementation of new features integrations or AWS services.
Documentation & Continuous Improvement
Document incidents resolutions and changes thoroughly in ServiceNow.
Contribute to and maintain troubleshooting guides runbooks and operational documentation.
Participate in post-incident reviews and root cause analyses.
Apply lessons learned to improve monitoring processes and platform resilience over time.
Client & Team Collaboration
Act as a trusted technical partner to clients during incidents and operational discussions.
Collaborate effectively with TAMs to support client health stability and satisfaction.
Work closely with Developers to identify recurring issues that may benefit from automation or code changes.
Uphold professional calm and customer-focused communication standards in all interactions.
Skills and experience you will bring:
Experience supporting AWS-based applications or infrastructure in a production environment.
Hands-on development experience with AWS Lambda including authoring deploying and troubleshooting functions in production.
Working proficiency in Python and TypeScript for building serverless functions integrations and automation scripts.
Hands-on exposure to one or more of the following: Amazon Connect CloudWatch monitoring and alerting IAM S3 DynamoDB or related AWS services.
Experience working within incident management and ticketing systems (e.g. ServiceNow).
Strong troubleshooting and analytical skills.
Ability to communicate technical issues clearly to both technical and non-technical audiences.
Comfort working in a 24x7 operational support model including on-call rotations.
AWS Certification (Cloud Practitioner Associate or higher).
Experience supporting contact center technologies or customer experience platforms.
Familiarity with ITIL-aligned service management practices.
Experience working in a Managed Services or MSP environment.
Exposure to regulated or compliance-driven environments (e.g. SOC FedRAMP healthcare financial services).
#LI-IG1
About Us
TTEC Digital and our 1800 employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company TTEC Engage is a 60000 employee service company with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need they can draw from these independently managed centers of excellence TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age race color religion sex sexual orientation gender identity national origin disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications so if you feel you would succeed in the role above please take a moment and share your qualifications.
#LI-RemotePhilippines
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
IC
View more
View less
Job Location:
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
