AWS Technical Support Engineer

Job Title: AWS Technical Support Engineer

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Job Overview

AWS Technical Support Engineer

Key Responsibilities

• Provide L2/L3 technical support to business and enterprise customers using AWS services, ensuring adherence to defined SLAs.
• Troubleshoot and resolve complex issues related to AWS infrastructure, networking, security, and cloud-based applications.
• Collaborate with Global AWS Support and in-country teams as part of a follow-the-sun support model.
• Manage, track, and resolve support tickets efficiently; escalate to Tier 2 or higher when required.
• Perform root cause analysis (RCA) and document incidents, resolutions, and preventive measures.
• Create and maintain technical documentation, runbooks, SOPs, and knowledge base articles.
• Proactively monitor systems and improve availability, performance, and reliability.
• Continuously upskill on AWS services, best practices, and emerging cloud technologies.
• Mentor junior team members and contribute to knowledge-sharing initiatives.
  

Required Skills & Qualifications

• AWS Certification (Mandatory):
• AWS Certified Solutions Architect or
• AWS Certified SysOps Administrator
• 8+ years of hands-on experience with AWS services.
• 6+ years of experience in Technical Support, Cloud Support, or System Administration roles.
• Strong hands-on experience with:
• EC2, S3, IAM, VPC, CloudWatch, RDS, Lambda
• CloudFormation, ELB, Route 53
• Strong knowledge of:
• Networking (VPC, Subnets, Routing, DNS, Load Balancing)
• Security (IAM, Security Groups, NACLs)
• Databases, Operating Systems (Linux/Windows), Storage, and Web Servers
• Experience working in 24×7 rotational support environments.
• Excellent written and verbal communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Customer-focused approach with the ability to handle high-severity incidents.
  

Good-to-Have Skills

• AWS Professional Certification.
• Experience with ticketing systems and knowledge management tools.
• Exposure to global enterprise support operations.
• Mentoring or leadership experience within support teams.