Support Engineer (IAM + AWS + Python)

Project description

The project is for one of the world's famous science and technology companies in pharmaceutical industry, supporting initiatives in AWS, AI and data engineering, with plans to launch over 20 additional initiatives in the future. Modernizing the data infrastructure through the transition to Snowflake as a priority, as it will enhance capabilities for implementing advanced AI solutions and unlock numerous opportunities for innovation and growth. You’ll leverage Operational support to our cloud-based platform, with a strong focus on ticket handling, incident response, and ticket lifecycle management. This role emphasizes hands-on problem solving, proactive monitoring, and collaborative resolution within a multi- functional, global environment.

Responsibilities

• Serve as a first/second line support engineer for cloud-native services hosted on AWS.
• Manage and triage tickets end-to-end: intake, assignment, tracking, resolution, and closure within our ticketing system.
• Investigate incidents, perform root-cause analysis, and implement fixes or workarounds.
• Collaborate with cross-functional teams (Development team, Quality Team, Testing team, Product team) to restore services quickly and reliably.
• Contribute to change management, technical documentation, runbooks, and post-incident reports.
• Assist in the deployment and operationalization of new features and improvements.
• Monitor platform health, apply monitoring/alerting changes, and participate in on-call rotations as needed.
• Uphold security and compliance best practices in day-to-day operations (credentials, access control, logging).

SKILLS

Must have

• About 3 years of relevant experience in cloud operations/support.
• Demonstrated track record of delivering reliable, cloud-based solutions on AWS.
• Strong Python skills and experience with relational databases and SQL.
• Experience with a ticketing system and ticket lifecycle management (e.g., incident, problem, change tickets).
• Fluent in English with excellent written and verbal communication.
• Proactive, with a strong sense of ownership and the ability to work independently in a multinational, fast-paced environment.
• Comfortable collaborating with teams across the US, Europe, and India.
• Programming & Data: Python programming; SQL and relational databases; familiarity with OO languages (e.g., Java, C#, Scala) is a plus.
• Cloud & Services: AWS cloud experience; working knowledge of RESTful APIs and microservices; basic serverless concepts (e.g., AWS Lambda) is beneficial.
• Ticketing & Operations: Proficient in ticketing systems, incident management, and change management processes; strong documentation habits.
• CI/CD & Automation: Understanding of CI/CD concepts; experience with automation pipelines is a plus (Azure DevOps experience is a bonus).
• Security: Awareness of AWS security best practices (MFA, encryption, IAM roles/policies).

Nice to have

• A university degree in Computer Science, Engineering, or a related field. • Containerization experience (Docker, Kubernetes, AWS Fargate). • Data tooling familiarity (Iceberg, Snowflake) and infrastructure-as-code basics (Terraform, CloudFormation, or CDK). • NoSQL knowledge.