Role Description We are seeking a skilled AWS Support Engineer to deliver reliable, day to day operational support for our AWS hosted platforms. The role focuses on: - Operational stability - Incident response - Controlled change and compliance - Ensuring services meet agreed SLAs - Resilience objectives - Security requirements The position sits within the UK Managed Services function and works closely with global teams to provide local operational ownership, service continuity and customer assurance. We’re passionate about helping our people grow. From day one, you’ll have access to mentoring and support from experienced colleagues who want to see you succeed. Whether it’s building new technical skills, exploring leadership opportunities, or shaping the next step in your career, we’ll give you the tools and encouragement to get there. This position recognises the strengths you bring today while providing clear opportunities to expand your impact as you progress. Company Description

• Creation, configuration and implementation of different kind of automations • R&D and implementation of new services • Maintenance of technical documentation in the Knowledge Base

• Administration and maintenance of Windows/macOS infrastructure in distributed environments • Administration of Microsoft Active Directory, Azure ID/Entra ID, Google Workspace, Slack, and related SaaS platforms • Administration and support of endpoint management systems (Microsoft Intune, Kandji/Jamf/Iru, etc.) • Automation of routine administrative tasks using Python, PowerShell, Bash, and AI-assisted workflows • Management of software deployment, device compliance, identity and access management processes • Participation in infrastructure improvement initiatives, R&D, and implementation of new services and technologies • Maintenance of technical documentation and knowledge base; Collaboration with vendors, security teams, and engineering teams to improve infrastructure reliability and security.

• Resolve content creators issues and email (provide answers to typical questions, diagnose issues, solve typical issues with admin tools) • Create tech tickets in case creator issues couldn’t be solved by creator or yourself, track resolution, and notify creators when the issue is solved • Define and optimize structure of support ticket classification tags to create transparency of support volumes • Track and own customer support efficiency metrics (volume of requests per creator, response time, resolution time, volume of requests per category) • Provide feedback and insights for other teams into product and process inefficiencies generating support requests and creators dissatisfaction • Build a library of typical answers for support requests and automate support communications where possible using Intercom tools • Be the owner of the FAQ for UGC creators & Influencers: constantly review and update its structure & contents, track its usage and efficiency in self-resolution of issues • Regularly check status of ongoing platform transactions • Send follow-up emails to unresponsive content creators • Track content creators with a massive amount of unresponsive transactions and DM them in social media • Apply consequences based on Insense quality policies to unresponsive, rude, or unprofessional content creators (hide/unhide/suspend accounts) • Manage (approve/refuse/escalate) transaction “decline requests” from brands and content creators • Resolve issues spotted from the transaction status checking process • Coordinate tasks for the Customer Success team (follow up with unresponsive brands, deals to close) • Support management in AppStore and Google Play (answer to reviews) • Contribute to team brainstorms and planning sessions, generate insights about the overall efficiency of the processes, and propose your improvement ideas