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Job Description:
Role Summary
We are looking for a Senior AWS Support Engineer to join our global support team. This role is ideal for someone with a strong background in technical support or service desk environments who is ready to take on a more strategic and hands-on role in managing and resolving complex AWS-related issues.
You will be the go-to expert for escalated support cases, ensuring that customer issues are progressing efficiently and effectively. You'll also play a key role in improving our support processes to reduce recurring issues and enhance customer satisfaction.
Key Duties and Responsibilities
Working in close collaboration with the Global Support Manager and wider in-country AWS teams, the core responsibilities of the role include, but not limited to, the following:
* Stay up-to-date with the latest AWS technologies and best practices, and share knowledge with the team.
* Monitor and Manage Support Cases : Oversee incoming AWS-related support issues from Level 1 and Level 2 agents, ensuring they are progressing efficiently and escalated only when necessary.
* Reduce Escalations to AWS (L3): Act as the senior technical authority to resolve complex issues internally, minimizing the need to escalate to AWS support.
* Hands-On Troubleshooting: Step in to troubleshoot and resolve advanced technical issues across AWS services (e.g., EC2, S3, RDS, VPC, Lambda). Ensuring the customer experience is top of mind.
* Process Improvement: Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates.
* Enhance Team Knowledge: Strengthen the capabilities of the support team through training sessions, documentation, and active knowledge sharing
* Documentation & Best Practices : Create and maintain technical documentation, SOPs, and knowledge base articles.
* Mentorship: Guide and support junior engineers, sharing your expertise and helping them grow.
* On-Call Support: Participate in a rotating on-call schedule for critical issues.
Qualifications and Experience
Experience:
* 5+ years in technical support, service-desk or customer-facing IT roles.
* 2+ years hand on experience supporting AWS
Technical Skills:
* In-depth knowledge of AWS services and architecture.
* Experience with cloud computing and infrastructure.
* Strong understanding of networking concepts and protocols.
* Proficiency in troubleshooting and problem-solving complex technical issues.
Required Certifications:
* One or more AWS certifications such as AWS Certified Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer are required.
Soft Skills:
* Excellent communication and interpersonal skills.
* Strong analytical and organizational skills.
* Customer-focused mindset with the ability to handle escalations effectively.