Cloud Support Engineer

Who are we?

The future is going to be defined by data. That's why we've assembled a team of talented professionals to create a simple, social and self-managing data platform for organisations of all sizes.

Alex Solutions is an Australian-owned software company that is bringing innovation and disruptive ideas to the way organisations manage their information assets.

We design the Alex platform with the belief that anyone and everyone should be able to easily find the right data and understand whether it is fit for purpose. Named after the Ancient Library of Alexandria - the keeper of all knowledge - Alex aspires to be the single source of truth in all organisations. Alex is empowering the world to quickly find, understand, protect, and ethically use the world’s data.

Recognised by Gartner as a Global Leader in the Magic Quadrant for Metadata Management Solutions for 3 successive years - our team is extremely proud to be representing Australia on a global stage.

We are a team of 95 passionate people - our HQ is in Melbourne, Australia and we are scaling up! We now have team members operating 3 regions across the world.

Alex Solutions is seeking an experienced AWS Senior SysOps Cloud Support Engineer to join our dynamic, fully remote team. The ideal candidate will have a strong technical background in cloud infrastructure management, particularly with AWS services, and a passion for providing exceptional customer support. This role requires troubleshooting complex issues, optimizing cloud environments, and ensuring the reliability and performance of our cloud systems.

This position is based in the APAC region and operates predominantly in the APAC timezone, with flexibility required to support customers in North America and Europe when needed

• 100%, work from home role
• Flexible hours and arrangements to suit your needs
• Company paid training and certificates
• International, distributed agile team
• Collaborate with team members across different geographies and cultures
• Laptop provided so you can do your best work with us

Day to day activities:

Customer Support

• Act as the primary point of contact for escalated support issues, providing advanced troubleshooting and resolution for AWS-related incidents across services including EC2, S3, RDS, Lambda, VPC, IAM, and CloudFormation.
• Deliver exceptional customer experiences by addressing issues promptly and effectively.

Infrastructure Management

• Deploy, configure, and manage cloud resources to meet organizational standards and customer requirements.
• Conduct regular performance monitoring and optimization to enhance efficiency and reduce costs.

Technical Leadership

• Mentor team members and provide training on AWS best practices.
• Lead initiatives to improve support processes and customer experience, including the development of technical documentation and tutorials.

Automation & Scripting

• Utilize scripting languages (e.g., Python, Bash) to automate repetitive tasks and improve operational efficiency.
• Implement and manage monitoring solutions (e.g., Git) to proactively identify and resolve issues before they impact customers.

Collaboration

• Collaborate with development teams to understand application architectures and integration approaches.
• Participate in cross-functional projects to enhance service offerings and customer satisfaction.

Compliance & Security

• Ensure all operations comply with company policies and industry standards.
• Conduct security reviews and implement measures to protect cloud resources.

Experience Requirements:

• Minimum 5 years of experience in systems administration or cloud support roles.
• At least 3 years of hands-on experience with AWS services, including but not limited to EC2, S3, RDS, VPC, IAM, Lambda, SES, Certificate Manager, Route 53, Terraform, CloudWatch, and CloudFormation.
• Proven experience in managing production environments with a focus on high availability and performance.

Certifications

• AWS Certified SysOps Administrator– Associate or equivalent certification is required.
• AWS Solutions Architect certification is a plus.

Skills

• Expertise in Linux systems management and command-line tools.
• Strong understanding of networking principles and security protocols.
• Proficient in scripting languages for automation and script management (e.g., Python, Bash, Git).
• Excellent problem-solving skills with the ability to analyze and resolve complex technical issues.
• Strong verbal and written communication skills to effectively interact with customers and team members.

Additional Information

• Participation in an on-call rotation may be required to support critical incidents.
• Candidates must demonstrate reliability, attention to detail, and the ability to work independently and collaboratively in a team environment.

If that's not enough to get you excited - here's some more info you might be interested in:

• Make work, work for you! We are embracing new ways of working and support flexible working arrangements! We are a remote first, hybrid workforce.
• Do you like staying up to date with technologies? We ensure company paid dedicated time for self learning & training!
• Monthly 'Teach Me' sessions! Get a half day off or a $100 Gift voucher by running a 1 hour skill-share session for the company. Or attend a session to connect over our passions and foster increased cross-learning.
• We truly believe in strength in diversity! Collaborate with team mates around the globe.
• Innovation is important to us! We are the only Australian company with a global leading metadata management solution.
• Learning + growth opportunities in a fast growing company! Join us on our scale up journey and be a part of something special.
• Laptop provided so you can do your best work with us!
• Did we mention our software is used by some of the world's largest enterprise organisations? Work with leading global organisations across many industries.
• Deck out your desk! We make sure that you have all the essentials - monitor, keyboard, headphones, mouse. PLUS we want to make sure you feel comfortable - so we will chuck in $50 for anything you'd like. It might be a plant, lamp, pencil holder. Whatever works for you.
• Engagement is key to our new ways of working! We have monthly company meetings & awards, online social club events, shout-outs, weekly newsletter.

Our Values:

Alex Solutions is a company made up of people who care about our mission, each other and the world around them. Our Values were defined in a collaborative process involving the whole team.

• Own it with heart
• In it together
• Strength in diversity
• Quality is our attitude
• Customers at Core
• Dare to Innovate

Don't wait, apply today!