Robert Walters are looking for a Senior AWS Support Engineer.
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 Integral 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.