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 services.Support 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 You'll Be Doing
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.
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.
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.
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.
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.
Incident & Service Management
Proactive Monitoring & Prevention
Change & Platform Support
Documentation & Continuous Improvement
Client & Team Collaboration
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 Node.js, 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
Skills Required
- Experience supporting AWS-based applications or infrastructure in a production environment
- Hands-on development experience with AWS Lambda
- Working proficiency in Node.js, Python, and TypeScript
- Hands-on exposure to Amazon Connect, CloudWatch, IAM, S3, DynamoDB, or related AWS services
- Experience working within incident management and ticketing systems
- AWS Certification (Cloud Practitioner, Associate, or higher)
- Experience supporting contact center technologies or customer experience platforms
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
TTEC Digital Insights
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
