Job Description

Job Summary

We are seeking a DevOps & Support Engineer to join our team and play a critical role in maintaining the health and reliability of the cloud services.

Mandatory Skills:

• AWS
• DevOps skills
• Python scripting and development for Automation,
• IaC (CloudFormation, Terraform),
• CI/CD Pipeline and Build system (CodePipeline, Jenkins, or similar),
• Monitoring & Observability tools (CloudWatch, Splunk, Grafana, or similar)

In this role, you will triage and resolve support tickets filed by customers and partner teams, address deployment and build issues and drive operational improvements across the platform. You will work closely with internal engineering teams, partner device manufacturers, and cross-functional stakeholders to ensure a seamless experience for all users of the ecosystem.

You'll spend most of your time supporting and improving the cloud platform services. Over the course of a week, you will monitor support channels for incoming tickets from customers and partner teams, investigate issues ranging from device connectivity problems to cloud service anomalies and drive them to resolution. When a deployment or build issue surfaces, you dig into logs, metrics, and pipelines to identify root cause and coordinate fixes. As a responsible member, you follow change management processes before making any production changes. You contribute to reducing the team's operational backlog, improve runbooks and documentation, and write automation scripts that help the team diagnose and resolve issues faster.

Key Responsibilities

• Triage, investigate, and resolve support tickets from customers, partner teams, and internal stakeholders
• Troubleshoot deployment failures, build issues, and service disruptions across the Sidewalk cloud platform
• Monitor service health using dashboards, alarms, and logging tools; respond to operational events
• Collaborate with engineering teams to identify root causes and drive permanent fixes
• Maintain and improve runbooks, operational documentation, and standard operating procedures
• Automate repetitive operational tasks to improve efficiency and reduce mean time to resolution
• Participate in incident response

-Collaborate with development and operations teams to streamline processes and improve release cycles.

-Design, configure, and maintain ci/cd pipelines for automated builds and deployments.

• Monitor system performance and troubleshoot issues related to devops tools and processes.

Skill Requirements

• Bachelor's degree in computer science (or related IT discipline) or equivalent industry experience
• Knowledge or experience in scripting (Bash, Python, or Ruby) or software development (Java, TypeScript, or similar)
• Strong communication skills with the ability to work across teams and clearly document findings- Experience operating services in AWS cloud platforms
• Experience with CI/CD pipelines and build systems (such as CodePipeline, Jenkins, or similar)
• Knowledge of Infrastructure as Code (such as CDK, CloudFormation, Terraform, or similar)
• Experience with monitoring and observability tools (such as CloudWatch, Splunk, Grafana, or similar)
• Experience operating 24x7 high-availability distributed systems, including performance tuning and fleet monitoring
• Familiarity with IoT platforms, device management, or low-power wide-area network (LPWAN) technologies is a plus
• Ability to follow and improve standard operating procedures and operational best practices

-Proficient in python programming language for automation and scripting tasks.

• Strong communication skills to collaborate with cross functional teams effectively.

Other Requirements

AWS Certification is good to have