AWS Support Engineer

1 month ago

hyderabad, India ProArch Full time

  • The primary responsibility of an AWS Cloud Support Engineer is to assist customers with technical issues, questions, and troubleshooting related to AWS services. This may involve responding to customer inquiries through various channels like email, chat, or phone.
  • Responsible for diagnosing and resolving technical issues that customers may encounter while using AWS services. This involves investigating the root cause of problems and providing solutions or workarounds to ensure customer satisfaction.
  • Knowledge of core AWS services across compute, storage, database, and networking categories.
  • Familiarity with services such as Amazon EC2, Amazon S3, Amazon RDS, Amazon VPC, AWS Lambda, Amazon DynamoDB, and Amazon CloudFront.
  • Understanding of the AWS Global Network and how it enables high availability, fault tolerance, and low-latency connectivity.
  • Understanding of AWS pricing models, including pay-as-you-go, on-demand, reserved instances, and spot instances.
  • Knowledge of AWS pricing calculator, billing dashboard, and cost management tools for optimizing costs.
  • Overview of AWS support plans and services, including AWS Basic Support, AWS Developer Support, AWS Business Support, and AWS Enterprise Support.
  • Then engineer should be able to create and maintain technical documentation, knowledge base articles, and FAQs to help customers troubleshoot common issues independently.
  • They may provide guidance and training to customers on best practices for using AWS services effectively, optimizing performance, and enhancing security.
  • Staying up to date with the latest AWS services, features, and best practices is essential for AWS Cloud Support Engineers to effectively support customers and provide expert guidance.
  • Implementing automation solutions to streamline support processes, improve efficiency, and enhance customer experience is also a key responsibility for AWS Cloud Support Engineers.
  • Understanding of AWS Trusted Advisor and AWS Personal Health Dashboard for monitoring and optimizing AWS resources.
  • Understanding of the AWS Cloud Adoption Framework and its components: Business Perspective, Governance Perspective, Platform Perspective, and Maturity Perspective.
  • Knowledge of cloud migration strategies and considerations for migrating applications to AWS.
  • Application of AWS concepts and services to real-world scenarios and use cases.
  • Understanding of how AWS services can be used to solve common business challenges and achieve specific business objectives.
  • Overview of additional AWS services and concepts, such as AWS CloudFormation, AWS Elastic Beanstalk, AWS Organizations, AWS Direct Connect, AWS Snowball, and AWS Key Management Service (KMS).
  • Work directly with clients to develop, migrate, and debug issues with AWS services.
  • Own the responsibility of the issues raised by AWS clients.
  • Manage and support the cloud IaaS and platform in order to establish hosted service quality, performance, and availability.
  • Provide up-to-date server/process documentation and, where necessary, generate documentation where none exists.
  • Monitor day-to-day operations to ensure platforms meet functionality and availability expectations.
  • Examine your own and others’ work for quality, accuracy, and relevancy.
  • Train and assist junior team members with product support ticket resolution.
  • Identify the tools for a given situation and articulate the rationale behind this decision.
  • Maintain the company’s code of business ethics and conduct.
  • Be responsible for the planning, implementation, and growth of the AWS cloud infrastructure.
  • Ensure necessary system security by using best in class cloud security solutions.
  • Stay current with new technology options and vendor products, evaluating which ones would be a good fit for the company.
  • Implement continuous integration/continuous delivery (CI/CD) pipelines when necessary.
  • Recommend process and architecture improvements.
  • Troubleshoot the system and solve problems across all platform and application domains.
  • Experience designing and building web environments on AWS, which includes working with services like EC2, ELB, RDS, and S3
  • Experience building and maintaining cloud-native applications.
  • A solid background in Linux/Unix and Windows server system administration
  • Experience using DevOps tools in a cloud environment, such as Ansible, Artifactory, Docker, GitHub, Jenkins, Kubernetes, Maven, and Sonar Qube
  • Experience installing and configuring different application servers such as JBoss, Tomcat, and WebLogic
  • Experience using monitoring solutions like CloudWatch, ELK Stack, and Prometheus
  • The ability to be a team player.
  • The ability and skill to train other people in procedural and technical topics.

Requirements

Skill Set

• Mandate should be Certified AWS Cloud Practitioner – Fundamental

• AWS Solutions Architect – Professional -Added Advantage, Optional

• Strong communication and collaboration skills

• 2 to 3+ years of experience working with AWS cloud environments

• Willing to work in rotational shifts including night shifts

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