• Take ownership of customer issues, including: initial troubleshooting, identification of root cause, issue resolution or escalation, and identifying and escalating priority issues that need immediate attention. • Must meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience. • Serve as an internal and external point of contact on customer escalations and ensure customer issues are being resolved as expediently as possible. • Collect information and document bugs with Sr. TSE and/or Engineering for product issues that are impacting customers. • Create the process or troubleshooting documentation in the Support knowledge base. • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.

• Design and implement scalable cloud infrastructure solutions on AWS • Automate infrastructure provisioning and management using Terraform • Manage and orchestrate containerized applications using Kubernetes and Amazon EKS • Develop and maintain CI/CD pipelines to enhance deployment processes • Monitor and optimize cloud infrastructure for performance and cost-efficiency • Collaborate with cross-functional teams to ensure alignment on cloud strategies • Implement security best practices for cloud environments • Troubleshoot and resolve issues in production environments • Document architecture, processes, and configurations for future reference and compliance

• Triage, troubleshoot, and resolve escalated support incidents across Windows Server, Remote Desktop Services, Active Directory, Group Policy, SQL Server, Microsoft 365, virtualization, VPN, firewall, printing, and endpoint access issues. • Perform structured remote diagnosis, including log review, service validation, event correlation, connectivity testing, user/session analysis, and change impact review. • Support hosted application environments, including IIS/SMTP dependencies, SSL certificate management, database connectivity, and application access workflows. • Administer and support cloud and virtualization platforms, including VMware vSphere/ESXi/vCloud and private cloud infrastructure; Azure and AWS exposure preferred. • Investigate backup, replication, restore, and disaster recovery issues; validate recovery points and escalate risks when data protection gaps are identified. • Manage secure remote access technologies, including VPN, RDWeb/RDS, firewall rules, access controls, MFA-adjacent workflows, and user connectivity issues. • Document troubleshooting steps, technical findings, time entries, client impact, and resolution notes in ConnectWise Manage with enough detail for repeatability and auditability. • Use MSP toolsets such as ConnectWise Manage, ConnectWise Automate, ConnectWise Control, IT Glue, monitoring tools, and client documentation platforms to drive consistent service delivery. • Collaborate with Onboarding Engineers, Support Engineers, Service Delivery leadership, and project teams to transition new clients, reduce recurring issues, and improve support readiness. • Participate in on-call rotation and after-hours incident response when required.

Role Description We are seeking an experienced AWS Cloud to design, build, and operate large-scale, secure, and highly available cloud platforms on Amazon Web Services. This is a deeply hands-on engineering role spanning architecture, infrastructure-as-code, automation, security, observability, and continuous operational improvement of mission-critical production workloads. The successful candidate will bring strong working knowledge of the AWS service portfolio, deep DevOps fundamentals, and a pragmatic, cost-aware design mindset, and will partner with application, security, and SRE teams to deliver resilient, cloud-native solutions that scale with the business. Key Responsibilities - Architect, deploy, and operate enterprise-grade AWS environments across compute, networking, storage, identity, and managed data services, with strong attention to scalability, reliability, and security. - Author and maintain production-quality infrastructure-as-code using Terraform, AWS CloudFormation, or AWS CDK, with rigorous version control, peer review, and automated validation. - Design multi-account AWS organizations, including landing zones, SCPs, centralized logging, and shared services, to support secure and scalable enterprise adoption. - Build secure VPC topologies — including subnetting, route tables, transit gateways, VPN, and Direct Connect integrations — that meet enterprise connectivity and isolation requirements. - Implement strong IAM strategies using roles, permission boundaries, SCPs, AWS SSO, and short-lived credentials to enforce least-privilege access across the organization. - Design, deploy, and operate Amazon EKS clusters and other container platforms (ECS, Fargate), including auto-scaling, networking, and integration with service meshes and observability stacks. - Operate AWS managed data and analytics services such as RDS, Aurora, DynamoDB, S3, Redshift, Glue, and Kinesis, optimizing each for the access patterns and SLAs of the workloads it supports. - Build and maintain robust CI/CD pipelines using AWS CodePipeline, CodeBuild, Jenkins, GitHub Actions, or GitLab CI, enabling repeatable, audited deployments of both infrastructure and applications. - Implement comprehensive observability using CloudWatch, X-Ray, AWS Distro for OpenTelemetry, Prometheus, Grafana, and third-party tooling, with well-designed dashboards, alerts, and SLOs. - Drive ongoing cost optimization through right-sizing, savings plans, reserved instances, lifecycle policies, and architectural simplification, with measurable savings tracked over time. - Implement disaster-recovery and business-continuity capabilities, including cross-region replication, automated backups, regular failover testing, and documented runbooks. - Strengthen security posture using AWS Security Hub, GuardDuty, Macie, Inspector, Config, and CloudTrail, and lead remediation of findings in collaboration with security teams. - Advise application development teams on AWS-native design patterns, anti-patterns, and the appropriate service choices for each problem domain. - Develop automation scripts and operational tooling in Python, Bash, and Go to streamline routine work and accelerate incident response. - Mentor junior engineers, lead architecture and design reviews, and contribute thought leadership to the broader cloud community within the organization. Qualifications - Bachelor’s degree in Computer Science, Engineering, or a related technical discipline. - Five or more years of cloud engineering experience, with at least three years focused on AWS in production environments. - Strong hands-on experience with AWS core services, including EC2, VPC, IAM, S3, RDS, Lambda, CloudFront, and CloudFormation. - Production-grade experience with infrastructure-as-code tools such as Terraform, AWS CDK, or CloudFormation. - Solid experience designing and operating Amazon EKS or ECS clusters at scale. - Hands-on experience with CI/CD pipelines across infrastructure and application workloads. - Strong scripting skills in Python and Bash, with familiarity in Go or PowerShell considered a plus. - Deep understanding of cloud security, IAM, encryption, key management, and compliance requirements. - Experience implementing observability, monitoring, and alerting in cloud-native environments. - Strong troubleshooting, communication, and documentation skills. Preferred Qualifications - AWS Certified Solutions Architect – Professional or DevOps Engineer – Professional certification. - Experience with multi-account AWS Organizations and centralized governance. - Familiarity with service mesh, eBPF-based observability, and zero-trust networking. - Exposure to FinOps practices and well-architected cost-optimization frameworks. - Experience operating regulated workloads (HIPAA, PCI-DSS, SOC 2, FedRAMP). How to Apply Would you like to know more about this opportunity? For immediate consideration, please send your resume to [email protected] or contact us at (908) 676-4399. Learn more about Bright Vision Technologies at www.bvteck.com .