[Hiring] Cloud Support Engineer @Emapta

Role Description

The Cloud Support Engineer safeguards service continuity across AWS and Azure platforms by resolving issues, maintaining accurate records, and meeting critical service levels. This opportunity offers top 1% talent a long-term global career with Emapta, meaningful technical growth, international exposure, and rewarding professional impact.

Qualifications

• At least 2 years of experience in a managed services or IT support environment, including direct customer engagement
• Certification in Microsoft Azure Fundamentals (AZ-900) and AWS Certified Cloud Practitioner is required
• Certification in Microsoft Azure Administrator Associate (AZ-104) and AWS Certified SysOps Administrator - Associate is preferred
• Proven experience as an AWS Cloud Engineer, with hands-on knowledge of core compute, storage, networking, and identity services
• Practical knowledge of Microsoft Azure compute, storage, networking, and identity services for supporting and triaging customer environments
• Demonstrated ability to triage events, incidents, and service requests within an ITIL-aligned support environment
• Familiarity with serverless computing technologies, particularly AWS Lambda and Azure Functions, including triggers, deployment fundamentals, and common failure modes
• Proficiency in AWS CloudWatch and Azure Monitor for initial diagnosis and issue triage
• Hands-on experience using ServiceNow for incident, service request, and change management
• Strong verbal and written communication skills
• Commitment to obtain any outstanding required certifications promptly upon employment
• Availability to work business hours from Monday to Friday, with no after-hours, weekend, or on-call requirements

Requirements

• Serve as the first point of contact for cloud customers regarding day-to-day events, incidents, and service requests
• Assess the impact and urgency of reported issues accurately
• Classify alerts, incidents, and service requests correctly before resolving or escalating them
• Manage incidents, service requests, and changes through ServiceNow while meeting service-level agreement targets
• Support root-cause analysis and resolution for recurring or complex issues
• Maintain accurate ServiceNow and Configuration Management Database records to support efficient resolution and reporting
• Engage Major Incident Managers for Priority 1 and Priority 2 incidents
• Confirm that events have cleared before closing the corresponding records
• Take ownership of triaged issues through resolution
• Escalate issues to Level 3 teams with complete and accurate knowledge transfer when required
• Create and peer-review change records within agreed timeframes
• Contribute to problem management and continual service improvement initiatives
• Keep customers clearly informed of outcomes, required actions, responsible owners, and expected timelines

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Fixed weekends off
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Fully customized Emapta laptop with peripherals
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment