Cloud Engineer (support)

🚀 We're hiring: Cloud Engineer — Bogotá, Colombia

At DFX5 we build cloud-native contact center products on AWS — SIP/PSTN and WhatsApp voice gateways, and social media channels wired directly into Amazon Connect. Our customers run mission-critical customer experience operations on top of what we build, and they talk to us directly.

We're looking for a Cloud Engineer (3–6 years) who is as comfortable in a customer call as in a CloudWatch dashboard — someone who can support complex architectures in production and explain them with confidence to the people who depend on them.

We're hiring a Cloud Engineer to help us run and support these platforms in production. This is a hands-on engineering role with a strong customer-facing component: you'll be the technical person our customers speak with when they're integrating, when something is degraded, and when they want to know why. We're looking for someone who can hold that conversation with confidence — and then go fix the problem.

What you'll do

• Support, operate and troubleshoot multi-tenant AWS architectures running live customer workloads

• Own incidents end to end: detect, diagnose, resolve, and write the postmortem

• Work directly with customers — onboarding, integration support, escalations and technical reviews

• Improve reliability, observability and automation (IaC, CI/CD, runbooks)

• Partner with engineering to turn recurring customer pain into product fixes

What we're looking for

• 3–6 years in cloud engineering, SRE, cloud support or DevOps roles

• Strong AWS: Lambda, API Gateway, DynamoDB, EC2/VPC, IAM, CloudWatch, Step Functions

• Infrastructure as Code (Terraform / CDK / CloudFormation) and scripting (Python, Bash, Node.js)

• Networking and troubleshooting fundamentals — DNS, TLS, routing, latency, packet loss

• Customer-facing confidence: clear, calm communication under pressure, in English and Spanish

• Nice to have: Amazon Connect, SIP/VoIP or real-time communications, AWS certifications

📍 Based in Bogotá. Send your CV or DM us — we'd love to talk.

What you'll do

• Operate and support complex, multi-tenant AWS architectures serving production customer workloads

• Act as a technical escalation point: triage, diagnose and resolve incidents across compute, networking, storage and application layers

• Lead customer-facing technical sessions — onboarding, integration walkthroughs, architecture reviews, root-cause reviews

• Build and improve observability: metrics, structured logging, distributed tracing, alarms and SLOs

• Automate operations with Infrastructure as Code and CI/CD; reduce toil and manual runbook steps

• Write and maintain runbooks, integration guides and internal documentation

• Feed recurring customer issues back into the product roadmap alongside our engineering team

• Participate in an on-call rotation with the rest of the platform team

Requirements

• 3–6 years of experience in cloud engineering, site reliability engineering, cloud support engineering or DevOps

• Strong, practical AWS experience across serverless and compute: Lambda, API Gateway, DynamoDB, S3, EC2, VPC, IAM, CloudWatch, Step Functions, EventBridge

• Infrastructure as Code: Terraform, AWS CDK or CloudFormation

• Scripting and automation in Python, Bash or Node.js

• Solid networking and debugging fundamentals: DNS, TLS/certificates, load balancing, routing, latency and packet-loss analysis

• Experience supporting production systems and owning incidents end to end

• Demonstrated customer-facing experience — you've explained complex technical situations to non-engineers and to engineers, and stayed calm doing it

• Professional working proficiency in English and Spanish

• Based in Bogotá (or able to work Bogotá hours from Colombia)

Nice to have

• Amazon Connect, Amazon Lex, or contact center / CCaaS platform experience

• Real-time communications: SIP, WebRTC, PSTN, SBCs, or WhatsApp Business API

• Multi-tenant SaaS operations and tenant isolation patterns

• Security and compliance exposure (least-privilege IAM, encryption, audit logging)

• AWS certifications (Solutions Architect Associate/Professional, SysOps, DevOps Engineer)

What we offer

• Direct ownership of platforms used by real contact center operations at scale

• A small, senior team where your work is visible and your decisions matter

• Deep AWS and Amazon Connect specialization — certification and training support

• Competitive compensation and flexible/hybrid working arrangements