AWS Support Engineer

Role Summary

We are 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.

Location: Remote, UK.

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:

• 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

Experience:

• 5+ years in technical support, service-desk or customer-facing IT roles.
• 2+ years hand 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.

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.