Sr Support Engineer - Cloud (AWS)

We are seeking a versatile Tier 2/3 AWS Engineer to join our Partner-Led Enterprise Support team. You will act as the primary technical escalation point for a broad range of AWS customers, handling high-severity incidents, complex architectural reviews, and proactive optimization across the full AWS service portfolio. This role requires deep, practical expertise in multiple AWS domains and the ability to deliver rapid, high-quality outcomes under pressure.  Key Responsibilities

Incident & Problem Management 

Lead triage, diagnosis, and resolution of critical (P1/P2) incidents across the AWS ecosystem. 

Perform root cause analysis (RCA) and deliver customer-facing post-mortem reports with actionable prevention plans. 

Coordinate with Technical Account Managers (TAMs), Service Teams, and customer stakeholders during live outages. 

Advanced Troubleshooting (Broad AWS Coverage) 

Compute: EC2 (AMI baking, Spot, Graviton), Lambda (concurrency, VPC), ECS/EKS (Fargate, Karpenter), Batch, Outposts. 

Storage:S3 (lifecycle, replication, Event Notifications), EBS (io2 Block Express, snapshots), EFS, FSx (ONTAP, Lustre), Storage Gateway, Backup. 

Database: RDS (Aurora, Multi-AZ, read replicas), DynamoDB (GSI, DAX, Streams), DocumentDB, Neptune, ElastiCache (Redis/Memcached). 

Networking & Content Delivery: VPC (peering, TGW, Network Firewall), Direct Connect, Site-to-Site VPN, Route 53 (health checks, latency routing), CloudFront, Global Accelerator, API Gateway. 

Security, Identity & Compliance: IAM (policies, SCPs, permissions boundaries), KMS, Secrets Manager, Security Hub, GuardDuty, Macie, Certificate Manager, WAF, Shield. 

Management & Governance: AWS Organizations, Control Tower, CloudTrail, Config, Trusted Advisor, Service Quotas, License Manager. 

Analytics: Athena, Redshift, EMR, Kinesis (Data Streams, Firehose), MSK, QuickSight, OpenSearch Service. 

AI/ML & Serverless: SageMaker, Bedrock, Rekognition, Comprehend, AppFlow, Step Functions, EventBridge. 

Developer Tools: CodeCommit, CodeBuild, CodePipeline, CodeDeploy, Cloud9, X-Ray. 

 Team Leadership & Knowledge Sharing 

Mentor junior engineers and maintain internal knowledge base. 

Contribute to internal tooling (custom dashboards, alerting, automation). 

Required Qualifications

Technical Depth 

8+ years hands-on experience designing, operating, and troubleshooting production workloads on AWS. 

AWS Professional-level certification (Solutions Architect Pro or DevOps Engineer Pro) + at least one Specialty (e.g., Security, Networking, Data Analytics, ML). 

Broad, practical knowledge across compute, storage, database, networking, security, and management tools (see domains above). 

Proficiency in Infrastructure as Code (CloudFormation, CDK, or Terraform). 

Strong scripting: Python (boto3) and shell scripting; experience with automation frameworks. 

Incident Response 

Proven ability to resolve critical incidents in large-scale environments (include SLA metrics). 

Familiar with ITIL-style problem management and blameless post-mortems. 

Communication 

Ability to explain complex technical issues to both engineers and C-level executives. 

Excellent written technical documentation skills.