AWS L3 Support Engineer

3 days ago

Chennai, Tamil Nadu, India Devlats Pvt Ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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

  • 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, an incident management tool, and phone to understand and address their concerns, ensuring excellent customer satisfaction.
  • Escalation : Collaborate with the development and engineering team 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.

System Monitoring And Maintenance

  • Proactively monitor environments for alerts and potential issues.
  • Perform routine health checks and provide recommendations for optimization.
  • Provide timely status to customers and management.
  • Maintain detailed records of customer interactions and issue resolutions in the ticketing system.

Required Skills And Qualifications
Technical Skills :

  • Strong understanding of various AWS services like EC2, RDS, OpenSearch 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.

Other 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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