Infrastructure Support Engineer

Remote: Americas (GMT-3 to GMT-6) or Asia-Pacific (GMT+7 to GMT+9) time zones

We are looking for an experienced and proactive Infrastructure Support Engineer to provide technical support and administration across our cloud and on-prem IT environments. This role combines infrastructure operations, technical support, and platform administration, delivering specialised technical assistance to our company employees, including quantitative researchers, developers, and business teams across the Americas (GMT-3 to GMT-6) or Asia-Pacific (GMT+7 to GMT+9) time zones.

The ideal candidate will have hands-on experience with AWS infrastructure, enterprise platforms, and strong analytical and troubleshooting skills. The role requires excellent communication skills and the ability to support both technical and non-technical users in an international environment.

WHAT YOU'LL BE DOING:

• Handle and respond to employee support requests through corporate communication and ticketing platforms

• Support, maintain, and troubleshoot cloud and on-premises infrastructure services, applications, and enterprise platforms

• Manage user accounts, access permissions, system configurations, and related administrative tasks 

• Troubleshoot hardware, software, access, and basic connectivity issues including VPN, Wi-Fi, DNS, and related networking components

• Monitor infrastructure health, performance, and availability

• Conduct root cause analysis for recurring technical and infrastructure-related issues, and recommend improvements

• Contribute to automation, integration, and process improvement initiatives

• Maintain clear and accurate technical documentation, operational procedures, and user guides  

• Work closely with cross-functional teams to design solutions and implement system improvements and upgrades

• Provide remote support for office and on-premises IT infrastructure, where applicable

WHAT WE LOOK FOR IN YOU:

• Bachelor's degree in Computer Science, Information Technology, or related field

• At least 5 years of experience in IT Support and Engineering roles, handling critical systems

• Ability to collaborate across the Americas (GMT-3 to GMT-6) or Asia-Pacific (GMT+7 to GMT+9) time zones

• Hands-on experience with Amazon Web Services (AWS)

• Knowledge of Kubernetes and AWS EKS

• Experience with ticketing systems such as Jira Service Management or ServiceNow

• Scripting or automation experience using Bash or Python

• Basic understanding of networking concepts and protocols, including DNS, VPN, TCP/IP, and Wi-Fi

• Strong troubleshooting and analytical problem-solving skills with attention to detail

• Experience with monitoring tools and troubleshooting methodologies

• Excellent communication skills, with the ability to explain technical concepts to both technical and non-technical audiences

• Professional proficiency in English

• Ability to work independently and collaboratively in a fast-paced environment, managing diverse priorities

• A strong desire for continuous learning and professional growth

NICE-TO-HAVE

• ITIL v3 or ITIL v4 certification or practical knowledge

• Experience with workflow automation and integrations using REST APIs and platforms such as Make.com, Zapier, n8n, or similar

• Experience administering or supporting Oracle NetSuite

• Experience administering or supporting Cisco Catalyst / Meraki wireless environments, including controllers, switches, and access points

WHY SHOULD YOU JOIN OUR TEAM?

• Work on impactful challenges in a fast-paced environment with quick feedback loops

• Collaborate with a highly skilled international team

• Use modern technologies and cutting-edge hardware

• Enjoy the flexibility of working remotely

• Access our global offices whenever you need

• Flexible working hours

• Take advantage of 40 paid days off

• Competitive compensation packa