AWS Technical Support (Australian Client/Day Shift)

About Brainbox

Brainbox is different from every other BPO. It’s not just the amazing culture, strong brand, loyal customers, and talented staff - it is deeper than that. The Brainbox core value of ‘Always Be Kind’ is embedded in every policy, decision, and every day. We develop our people, and the Philippines management team is all Filipinos. Everything we do aims to provide people with a work culture that helps them improve every single day. From unlimited training to HMO benefits from day 1, we want our people to love what they do and become the best versions of themselves.

We are looking for a highly motivated AWS Technical Support Engineer (Level 1–Level 2) to join our growing cloud support team. This role is ideal for someone with hands-on AWS experience who enjoys troubleshooting, solving infrastructure issues, and working in a structured, ticket-based environment.

You will support AWS-based production environments, assist with incident resolution, and ensure reliable cloud operations for client.

Qualifications

Level 1:

• Strong understanding of core AWS services: EC2, S3, IAM, RDS, VPC, CloudWatch, Route 53 (basic).


• Basic networking knowledge (IP addressing, DNS, subnets, routing, NAT, security groups, NACLs).


• Linux command-line fundamentals and basic Windows Server familiarity.


• Understanding of IAM users, roles, policies, and common permission errors.


• Basic logging and monitoring interpretation (CloudWatch).
  

Level 2:

• Advanced AWS networking (VPC design, VPN, Direct Connect, Transit Gateway, hybrid connectivity).


• Compute and scaling concepts (Auto Scaling, ELB/ALB/NLB, placement groups).


• Database troubleshooting (RDS parameter groups, failover, performance metrics).


• IAM policy debugging (JSON policy analysis).


• Infrastructure as Code exposure (CloudFormation or Terraform).


• Security fundamentals (KMS, encryption, shared responsibility model).

Responsibilities

Level 1:

• Provide first-line support for AWS infrastructure issues.


• Troubleshoot EC2 connectivity, security group configurations, and S3 access errors.


• Review CloudWatch logs and interpret common system and application error messages.


• Monitor AWS service health dashboards and identify regional outages.


• Follow established runbooks and SOPs to resolve incidents.


• Collect complete diagnostic information before escalation.


• Document all findings clearly within ticketing systems.

Level 2:

• Perform root cause analysis for infrastructure and application issues.


• Troubleshoot complex networking setups (VPCs, route tables, VPNs, peering, Transit Gateway).


• Diagnose performance issues including CPU spikes, memory pressure, and storage IOPS bottlenecks.


• Debug IAM policies, cross-account access, and trust relationships.


• Support Auto Scaling Groups, Load Balancers (ALB/NLB), and launch templates.


• Troubleshoot RDS configuration, failover behavior, and performance metrics.


• Use AWS CLI and SDKs for diagnostics and remediation.


• Manage incident bridges and communicate technical findings to stakeholders.

Certifications

• AWS Certified Cloud Practitioner 
  


• AWS Certified Solutions Architect – Associate 


• AWS Certified SysOps Administrator – Associate

Perks

• Attractive and competitive salary


• Tenure-based and Performance-based incentives


• Paid time off


• Unlimited cash incentives for hired referrals


• Engagement and Recognition programs


• HMO on day 1


• Work-life balance with a 37.5h week and free weekends


• International career growth and clients


• Opportunities to travel abroad


• Modern air-conditioned offices, located along MacArthur Highway (easy public transportation access), near residences, malls, and restaurants


• Fun and inclusive working environment and great working culture


• Dedicated local support with local Management, HR, onboarding, payroll, and ICT


• Access to unlimited training and micro-competencies to advance your skills

This role is subject to a number of skills and practical tests.

This position is an onsite role at our Pampanga office. Candidates must be willing to work on-site.