AWS Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing

Job Description: 

Ingram Micro is a leading technology company for the global information technology ecosystem.

With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts.

Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart

Position Summary:

Role Summary

We have an excellent opportunity for an AWS Support Engineer to join our AWS services team and play a key role in supporting our continued growth plans. These plans aim to solidify our position as a leading global Services partner with AWS. The ideal candidate will have extensive experience in supporting customers running workloads on AWS, with a strong focus on troubleshooting, customer satisfaction, and continuous improvement. This role requires a deep understanding of AWS services, cloud infrastructure, and customer support best practices

Key Duties and Responsibilities

Working in close collaboration with the Regional Service Centre and wider in-country AWS teams, the core responsibilities of the role include, but not limited to, the following:

Project Delivery

• Provide technical support to customers using AWS services, addressing their issues and queries promptly.
• Troubleshoot and resolve complex technical issues related to AWS infrastructure and applications.
• Escalate issues to higher-level support or engineering teams as necessary.
• Produce and update assignment documentation as required.
• Ensure that hand over to relevant support organisation is successfully completed
• Provide technical support as requested, for internal and external customers

Personal Skills Development

• Keep up to date with current and future technologies, products and strategies
• Build a solid skills foundation in chosen subject matter
• Build and enhance relationships with peers

Qualifications and Experience

An AWS Support Engineer should also have the following qualifications and experience:

Required Qualifications

• AWS Certified Solutions Architect or AWS Certified SysOps Administrator certification.

Desirable Qualifications

• AWS Professional Certification

Expected Experience (Migration and Transformation)

• 4+ years on AWS cloud environments
• AWS Optimisation Licensing and Assessment (OLA)
• AWS Migration Acceleration Program (MAP)
• Compute services (e.g. EC2, containers, serverless)
• Monitoring/Observability tools (e.g. CloudWatch, Prometheus, DataDog)
• VPCs/Networking
• Migrations from VMware and/or Azure
• Experience with networking, security, and compliance in cloud environments.
• Strong analytical and problem-solving skills.
• Experience with hybrid cloud environments and multi-cloud strategies.
• Familiarity with DevOps practices and tools such as Jenkins, Terraform, and Ansible.
• Monitor and respond to incidents affecting customer environments.
• Perform root cause analysis and implement preventive measures to avoid future incidents.
• Maintain detailed documentation of incidents, resolutions, and best practices.
• Assist customers in optimizing their AWS environments for performance, security, and cost efficiency.
• Conduct regular reviews and health checks of customer environments.
• Provide training and guidance to customers on AWS best practices and new services.
• Familiarity with ITIL or other service management frameworks.