Employment Type: Full-time.

Language: Professional English required.

Role Overview The AWS Support Lead provides hands-on operational support for customer cloud environments, investigates production issues and coordinates resolution with the appropriate technical specialists. The role requires sound troubleshooting skills, proactive ownership, the ability to work independently, clear communication tailored to each audience, and a commitment to continuous learning. Working knowledge of core AWS services is essential; We are seeking a hands-on AWS Support Lead to join our integral AWS Cloud Operations team.

This position combines practical engineering with day-to-day operational coordination across a distributed support team.

Responsibilities include ownership of assigned issues, accurate operational documentation and clear communication of progress and next steps. Technical leadership and mentoring develop as familiarity with customer environments increases. Advanced specialist engineering, commercial decisions and formal people management remain with the designated specialists and leadership.

You must lead while remaining directly hands-on in AWS operations, Terraform, monitoring and production troubleshooting, including support of cloud data platforms.

You are required to work after hours and weekend on-call for which you will be compensated.

Key Responsibilities

AWS Operations Leadership

- Coordinate incident triage and service requests, assess business impact and urgency, and own assigned investigations through resolution or documented handoff. Escalate promptly with relevant evidence when specialist support is required.
- Support approved changes, hotfixes and environment promotions through established Git repositories and change controls. Validate outcomes, follow rollback procedures and improve runbooks with lessons learned.
- Maintain clear handoffs across distributed teams, recording current impact, actions taken, next steps and the accountable owner. Contribute to incident reviews and practical improvements for recurring issues.

Hands-On AWS Engineering
- Operate, troubleshoot and govern AWS environments across identity, networking, compute, storage, security, monitoring, backup and data services.
- Manage multi-account governance with AWS Organizations / Control Tower and access with IAM and IAM Identity Center (SSO, MFA, permission sets, production access).
- Support Amazon EC2 (including Windows and SQL Server workloads), S3, EBS, Systems Manager (patching, Session Manager, automation), Lambda, Step Functions, EventBridge, CloudWatch, CloudTrail and Security Hub.
- Assess operational risk, supportability, backup approach, security posture, cost and production readiness, and recommend improvements.

Infrastructure as Code, Automation and Observability
- Support existing infrastructure configurations and reviewed deployment workflows. Develop proficiency in the team's Terraform or equivalent tooling with appropriate guidance; enterprise infrastructure as code design remains a specialist responsibility.
- Automate operational tasks using Python, PowerShell or Bash.
- Build and tune monitoring with Datadog and/or CloudWatch: dashboards, monitors, log pipelines, alert tuning, certificate tracking, and PagerDuty/ServiceNow integration.

Cloud Data Platform Support





Conduct first-line investigations of data pipelines and scheduled loads by reviewing job status, logs, access failures and dependencies. Apply SQL fundamentals to validate data and investigate symptoms within approved access. Distinguish infrastructure, access, pipeline and data issues, and engage the appropriate specialists.

Team and Customer Leadership

- Coordinate support priorities, ownership and escalation paths. Share operational knowledge and contribute to mentoring as familiarity with customer environments develops. Staffing decisions and formal people management remain leadership responsibilities.
- Support customer onboarding, service transition and knowledge transfer by maintaining practical runbooks, readiness checklists and communication plans with the responsible owners.
- Proactively keep customers, peers and specialists informed of findings, current impact, actions and next steps, at agreed intervals and whenever status changes, without waiting to be asked. Tailor content and level of detail to the audience: engineering teams, customer technical staff, customer managers and Adastra leadership. Contribute to incident calls and service reviews, communicating resolution estimates and commitments only when confirmed by the accountable owners.
- Prepare clear, concise status and operational performance reports, such as incident summaries, ticket and SLA metrics, and service review content, in Microsoft Word or PowerPoint for customer and internal audiences.

Essential Requirements

Candidates must demonstrate the following experience and practical capabilities:
- 4+ years of relevant experience in production cloud operations, technical support, infrastructure operations, or a comparable role. Demonstrated ability to investigate production issues, implement safe changes and collaborate effectively to achieve resolution.
- Working knowledge of AWS IAM, EC2, S3 and CloudWatch, together with networking fundamentals including connectivity, routing and security groups. Ability to troubleshoot operational issues using logs and metrics; architect-level expertise across all AWS services is not required.
- Experience with Git, peer review and controlled production changes, together with familiarity with incident and service request workflows and monitoring or alerting tools.
- SQL fundamentals and the ability to read and safely adapt a script in at least one language, such as Python, PowerShell or Bash.
- Clear, concise professional English, written and spoken, with the ability to explain technical issues to different audiences, from engineers and customer technical teams to customer managers. Communicates proactively with peers and customers without prompting. Experience preparing status or performance reports in Microsoft Word or PowerPoint.
- A self-starter who works independently with minimal supervision. Takes ownership of assigned work, follows through reliably and uses sound escalation judgment. Demonstrated willingness to learn, effective questioning and documentation,



with the ability to balance urgency and safe operational practice
- Willingness to participate in a compensated, shared on-call rotation after onboarding and demonstrated readiness, within the coverage and backup arrangements confirmed by HR and operational leadership.

Strong Assets The following experience is nice to have, but not mandatory. Experience with equivalent tools is acceptable; proficiency in every listed product is not required.
- Managed service provider or multi-customer support experience, incident coordination, knowledge sharing or mentoring.
- Familiarity with existing Terraform configurations and their review or deployment workflows, including GitHub or Azure DevOps.
- Exposure to AWS data services such as Glue, Athena or Lake Formation, or related platforms such as Snowflake and SQL Server. Experience with Lambda or Step Functions is also useful.
- Experience with Datadog, PagerDuty or equivalent monitoring and on-call tools; exposure to additional AWS operational services, Windows workloads or backup procedures.
- Exposure to AWS partner processes, billing dependencies or cost analysis. These areas can be learned with the designated specialists and do not imply independent commercial or FinOps ownership.

Good to have:

AWS Partner Program and Service Growth

- Assist the designated partner and business specialists with AWS Solution Provider Program (SPP) and Ingram Micro processes by gathering operational information and escalating account transfer, reporting or billing dependencies. This role does not independently own partner administration or billing.
- Support cost optimization, Savings Plans, credits and FinOps recommendations using AWS Cost Explorer.
- Help define scalable AWS managed-service offerings, governance standards and operating procedures.

Preferred Certifications

Existing relevant certifications, including AWS associate-level certifications such as:
- AWS Certified CloudOps Engineer – Associate
- AWS Certified Solutions Architect – Associate
- HashiCorp Certified: Terraform Associate

The successful candidate is expected to pursue and obtain relevant AWS certifications during their employment with Adastra as part of their ongoing professional development and growth in the role. Certification priorities and development goals will be agreed with the team based on operational needs and the candidate's experience. Certifications complement, rather than replace, demonstrated production support experience.

Success in This Role

Success will be demonstrated through:
- Well-documented investigations, safe production changes, timely escalation and reliable follow-through within the assigned scope.
- Customers, peers and leadership are kept informed without having to chase for updates; communication and reports are clear, concise and pitched at the right level for each audience; handoffs are reliable and coordination with specialists is constructive.
- Useful runbooks, actionable alerts and practical improvements that reduce recurring incidents, alert noise or manual effort.
- Increasing operational independence as knowledge of customer environments develops, supported by effective knowledge sharing across the support team. Performance reflects both demonstrated technical capability and a sustained commitment to learning.

📌 AWS Support Lead (Colombia)
🏢 Adastra
📍 Colombia