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
Take advantage of 40 paid days off
Competitive compensation package