Job Title: AWS Technical Support Engineer
Location: Pune / Indore
Shift: 247 Rotational Shift (Monthly)
Experience: 810 Years
Notice Period: Immediate Joiners Only
Job Overview
We are looking for an experienced AWS Technical Support Engineer to provide enterprise-grade technical support for AWS infrastructure and services. The role involves troubleshooting complex cloud issues, supporting global customers, and working closely with AWS global and in-country support teams within a follow-the-sun model.
Key Responsibilities
- Provide L2/L3 technical support to business and enterprise customers using AWS services, ensuring adherence to defined SLAs.
- Troubleshoot and resolve complex issues related to AWS infrastructure, networking, security, and cloud-based applications.
- Collaborate with Global AWS Support and in-country teams as part of a follow-the-sun support model.
- Manage, track, and resolve support tickets efficiently; escalate to Tier 2 or higher when required.
- Perform root cause analysis (RCA) and document incidents, resolutions, and preventive measures.
- Create and maintain technical documentation, runbooks, SOPs, and knowledge base articles.
- Proactively monitor systems and improve availability, performance, and reliability.
- Continuously upskill on AWS services, best practices, and emerging cloud technologies.
- Mentor junior team members and contribute to knowledge-sharing initiatives.
Required Skills & Qualifications
- AWS Certification (Mandatory):
- AWS Certified Solutions Architect or
- AWS Certified SysOps Administrator
- 8+ years of hands-on experience with AWS services.
- 6+ years of experience in Technical Support, Cloud Support, or System Administration roles.
- Strong hands-on experience with:
- EC2, S3, IAM, VPC, CloudWatch, RDS, Lambda
- CloudFormation, ELB, Route 53
- Strong knowledge of:
- Networking (VPC, Subnets, Routing, DNS, Load Balancing)
- Security (IAM, Security Groups, NACLs)
- Databases, Operating Systems (Linux/Windows), Storage, and Web Servers
- Experience working in 247 rotational support environments.
- Excellent written and verbal communication skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Customer-focused approach with the ability to handle high-severity incidents.
Good-to-Have Skills
- AWS Professional Certification.
- Experience with ticketing systems and knowledge management tools.
- Exposure to global enterprise support operations.
- Mentoring or leadership experience within support teams.
