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)

• 2+ 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.

Knowledge, Skills, and Characteristics

• Two or more years of experience in a technical engineering type role
• Excellent communicator both verbally and written (both local and English)
• Experienced, mature, influential, assertive and diplomatic
• Able to operate independently or as part of a larger team
• Industry leading knowledge of chosen subject matter
• A flexible approach to work and prepared 'go the extra mile' to exceed customer expectations
• Applies knowledge and skills through handling complex problems beyond own area of expertise.