AWS Technical Support Specialist

2 days ago

Chennai, Tamil Nadu, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,50,00,000

AWS Technical Support Professional

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An AWS technical support professional is a skilled expert who resolves complex technical issues, escalates them to other teams and provides permanent fixes.

Key Responsibilities:

  • Technical Troubleshooting: Diagnose and resolve complex technical issues related to AWS services (e.g. EC2, S3, RDS, Secrets manager, System manager, Log watch IAM misconfigurations).
  • Issue Management: Provide L1/L2 support by monitoring, triaging and resolving customer issues related to the platform.
  • Customer Interaction: Communicate with stakeholders through email, incident management tool, and phone to understand and address their concerns, ensuring excellent customer satisfaction.
  • Evaluation and 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.
  • Environment Monitoring and Maintenance: Proactively monitor environments for alerts and potential issues. Perform routine health checks and provide recommendations for optimization.

Required Skills and Qualifications:

  • Technical Skills:
    • Strong understanding of various AWS services like EC2, RDS, Open Search Service, S3, database systems with basic SQL scripting.
    • 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).
  • Soft Skills:
    • 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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