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Role Summary
The AWS Senior Support Engineer will be responsible for providing advanced technical support and expertise across a wide range of AWS services, including compute, storage, databases, analytics, networking, mobile, developer tools, management tools, IoT, security, and enterprise applications. This role requires a deep understanding of AWS architecture and services, as well as the ability to troubleshoot complex issues and provide strategic guidance to optimize our cloud environment.
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:
* Provide expert-level support for AWS services, including EC2, S3, RDS, Redshift, VPC, Lambda, DynamoDB, and more.
* Troubleshoot and resolve complex technical issues related to AWS infrastructure and services such as VPC, IAM, CloudWatch, CloudFormation, and other AWS offerings.
* Develop and maintain documentation, best practices, and standard operating procedures for AWS support.
* Stay up-to-date with the latest AWS technologies and best practices, and share knowledge with the team.
* Participate in on-call rotations to provide 24/7 support for critical issues.
* In collaboration with AWS, conduct root cause analysis for recurring incidents and propose long-term solutions to prevent future issues.
* Mentor and guide junior support engineers, providing technical expertise and leadership.
Qualifications and Experience
Experience:
* 3+ years in technical support or customer service 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.
Required Certifications:
* 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.
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