AWS L3 support

4 weeks ago

Hyderabad, India Velocida Private Limited Full time

AWS L3 support engineer

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.

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.

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