[Hiring] Cloud Support Engineer @Emapta

Role Description

Reliable cloud environments depend on responsive support, accurate incident management, and clear customer communication. 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