L3 Support Engineer

2 weeks ago

Chennai, India Velocida pvt Ltd Full time

An AWS L3 support engineer is a technical expert who resolves complex issues, escalates issues to other teams, and provides permanent fixes. They also recommend improvements to processes and architecture.Job Description :- 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, incident management tool and phone to understand and address their concerns, ensuring excellent customer satisfaction.- Escalation : Collaborate with development team and engineering 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. Maintain detailed records of customer interactions and issue resolutions in the ticketing system.System Monitoring and Maintenance : Proactively monitor environments for alerts and potential issues. Perform routine health checks and provide recommendations for optimization and Providing timely status to the customers & management.Required Skills and Qualifications : Technical Skills : - Strong understanding of various AWS services like EC2, RDS , Open Search 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.- 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. (ref:hirist.tech)

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