Responsibilities

• Provide tier 1 and tier 2 support for AWS-related incidents and requests, troubleshooting issues within the AWS ecosystem.
• Analyze and diagnose problems, implementing effective solutions promptly while maintaining high levels of customer satisfaction.
• Create and maintain script-based solutions (using tools like Python, Bash, or AWS CLI) for automating infrastructure provisioning and management tasks.
• Maintain accurate records of support requests, solutions, and relevant technical documentation to enhance the knowledge base.
• Communicate effectively with customers, understanding their needs and providing clear updates throughout the support process.
• Work closely with architecture and application support teams to escalate and resolve complex issues, contributing to overall service improvement.
• Monitor AWS systems for performance, reliability, and security, reporting any anomalies or trends to management.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; a Master’s degree is preferred.
• 1-3 years of experience in technical support, preferably in an AWS environment.
• Proficiency in AWS services (e.g., EC2, S3, SQS), understanding of networking concepts, and troubleshooting methodologies specific to AWS.
• Experience with scripting languages (e.g., Python, Bash) for automation.
• Excellent communication skills, both written and verbal; strong analytical and problem-solving abilities; and a customer-focused attitude.
• AWS Cloud Practitioner Essentials or other relevant AWS training are a plus.

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