Join to apply for theSenior AWS Support Engineerrole atIngram MicroIngram Micro is a leading technology company in the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart. Learn more at / >
Role Summary
Weare 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 are not limited to:
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
3+ years in technical support, service-desk or customer-facing IT roles.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.Seniority level:
Mid-Senior levelEmployment type:
Full-timeJob function:
Information TechnologyIndustries:
IT Services and IT Consulting
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