AWS Support 2

Job Summary

The AWS Support 2 role is responsible for providing technical assistance and troubleshooting support for Amazon Web Services (AWS) cloud offerings. This role plays a key part in ensuring AWS customers receive prompt, efficient, and expert guidance to resolve issues related to AWS services. The position involves actively monitoring, analyzing, and resolving operational incidents while working in a fast-paced environment to uphold service quality and customer satisfaction.

Responsibilities

• Troubleshoot AWS Issues: Diagnose and resolve technical problems related to core AWS services such as EC2, S3, RDS, and VPC.
• Customer Support: Provide timely and professional support to customers via tickets, chat, or phone, ensuring clear communication and resolution of queries.
• Incident Management: Monitor alerts and logs to proactively identify potential issues, and escalate complex problems to the appropriate teams for resolution.
• Documentation: Create and maintain detailed technical documentation, including troubleshooting guides and incident reports.
• Collaboration: Work with cross-functional teams to implement solutions, share knowledge, and improve support processes.
• Continuous Improvement: Participate in regular training and workshops to stay updated on new AWS features and best practices.

Qualifications

• Technical Proficiency: Solid understanding of AWS cloud services and infrastructure.
• Troubleshooting Skills: Proven ability to diagnose and resolve technical issues efficiently.
• Communication: Strong verbal and written communication skills to interact with both technical and non-technical stakeholders.
• Customer Service: Demonstrated experience in providing excellent customer support.
• Educational Background: Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Certifications: AWS certifications (e.g., AWS Certified Solutions Architect, AWS Certified SysOps Administrator) are highly desirable.
• Analytical Thinking: Ability to analyze data, identify trends, and apply problem-solving techniques in a support environment.

Preferred Skills

• Scripting: Familiarity with scripting languages such as Python, Bash, or PowerShell for automation of tasks.
• Advanced Troubleshooting: Experience working with cloud-based monitoring and logging tools.
• Collaboration Platforms: Knowledge in utilizing collaboration and ticketing systems to streamline support operations.

Experience

• Prior experience in a technical support role or customer service environment, particularly in cloud computing or IT infrastructure.
• Hands-on experience with AWS environments is preferred, with exposure to managing incidents in a complex cloud environment.

Environment

• Work Setting: The role may be performed in an office, remotely, or through a hybrid working model depending on the organization’s policies.
• Operational Conditions: Candidates should be capable of handling high-pressure situations and work flexible hours when required to address critical incidents.

Tools

file_search

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