Overview
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.
Responsibilities
* 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
* Experience:
5+ years in technical support, service-desk or customer-facing IT roles.
* Experience:
2+ years hands-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.
Certifications
* One or more AWS certifications such as AWS Certified Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer are required.
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