PRobert Walters are looking for a Senior AWS Support Engineer. /ppbr/ppThis 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. /ppbr/ppYou 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. /ppbr/ppstrongKey Duties and Responsibilities: /strong /ppbr/ppWorking 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: /ppbr/pulliStay up-to-date with the latest AWS technologies and best practices, and share knowledge with the team. /lilistrongMonitor and Manage Support Cases /strong: Oversee incoming AWS-related support issues from Level 1 and Level 2 agents, ensuring they are progressing efficiently and escalated only when necessary. /lilistrongReduce Escalations to AWS (L3): /strong Act as the senior technical authority to resolve complex issues internally, minimizing the need to escalate to AWS support. /lilistrongHands-On Troubleshooting: /strong 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. /lilistrongProcess Improvement: /strong Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates. /lilistrongEnhance Team Knowledge: /strongStrengthen the capabilities of the support team through training sessions, documentation, and active knowledge sharing /lilistrongDocumentation Best Practices /strong: Create and maintain technical documentation, SOPs, and knowledge base articles. /lilistrongMentorship: /strong Guide and support junior engineers, sharing your expertise and helping them grow. /lilistrongOn-Call Support: /strong Participate in a rotating on-call schedule for critical issues. /li /ulpbr/ppstrongQualifications and Experience /strong /ppbr/ppstrongExperience: /strong /pulli5+ years in technical support, service-desk or customer-facing IT roles. /lili2+ years hand on experience supporting AWS /li /ulpbr/ppstrongTechnical Skills: /strong /ppbr/pulliIn-depth knowledge of AWS services and architecture. /liliExperience with cloud computing and infrastructure. /liliStrong understanding of networking concepts and protocols. /liliProficiency in troubleshooting and problem-solving complex technical issues. /li /ulpbr/ppstrongRequired Certifications: /strong /ppbr/pulliOne or more AWS certifications such as AWS Certified Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer are required. /li /ul