AWS L3 Support Engineer

• Advanced Troubleshooting : Diagnose and resolve complex issues related to AWS services (e.g., EC2, S3, RDS, Secrets Manager, System Manager, Log watch, IAM misconfigurations).
• Incident Management : Provide L1/L2 support by monitoring, triaging, and resolving customer issues related to the platform.
• Customer Interaction : Communicate with stockholders through email, an incident management tool, and phone to understand and address their concerns, ensuring excellent customer satisfaction.
• Escalation : Collaborate with the development and engineering team for unresolved issues, ensuring a smooth handoff with detailed issue documentation.
• Documentation : Create and update knowledge base articles, FAQs, and customer-facing documentation based on resolved issues.
  

System Monitoring And Maintenance

• Proactively monitor environments for alerts and potential issues.
• Perform routine health checks and provide recommendations for optimization.
• Provide timely status to customers and management.
• Maintain detailed records of customer interactions and issue resolutions in the ticketing system.
  

Required Skills And Qualifications

Technical Skills :

• Strong understanding of various AWS services like EC2, RDS, OpenSearch Service, S3, RDS failures, Secrets Manager, System Manager, log watch, IAM, etc.
• Experience with Linux and basic commanding and shell scripting.
• Basic knowledge of networking fundamentals (e.g., DNS, IP routing, firewalls).
• Exposure to monitoring tools (e.g., Prometheus, Grafana) and logging systems (ELK).
• Knowledge of database systems with basic SQL scripting.
  

Other Skills

• Excellent verbal and written communication skills for clear and professional interaction with stakeholders.
• Strong analytical and problem-solving abilities.
• Ability to prioritize and manage multiple support tickets efficiently.
• Customer-focused mindset with a dedication to providing timely and effective support.