AWS Support Engineer

Role Description:

• This position will be supporting technical and support issues by being able to define root causes using technical knowledge and experience.
• Supporting North America and Latin America customers. This individual can troubleshoot, understand, and resolve difficult and complex issues.
• It also utilizes advanced technical knowledge that leads to problem-solving scenarios for customers.
• This professional demonstrates high expertise in AWS Public Cloud and an advanced understanding of IaaS, SaaS, and PaaS.
• A willingness to work on–call rotation during required time frames. 

Responsibilities:

• IT Remote troubleshooting and diagnosis skills. 
• AWS Accounts and Organizations. 
• Security, Identity, and Compliance. 
• Operating System/EC2 Patching and AWS AD. Management. 
• Create and Manage ECS and EKS Containers. 
• Create and Manage EKS Clusters and associated Services. 
• Understanding and administration of all complex services. 
• Backup and restores for Databases in AWS. 
• Install and manage Antivirus solutions on AWS. 
• Configure and Manage AWS Backup. 
• Perform manual and automated backup restore. 
• Interact with Tier 1 and Tier 2 technical support technicians providing support and guidance on difficult issues. 
• AWS Workspaces. 
• Applications and Middleware, installation, and upgrade. 
• Responding and assisting with high-priority escalations. 
• Ensure customer and partner inquiries are responded to within established SLAs and KPIs. 
• Act as a backup for Tier 1 and Tier 2 technicians. 
• Provide Root Cause Analysis as needed. 
• Provides technical leadership and support and resolves problems of a comprehensive and complex nature. 
• Experience with implementations, design, and architecture for AWS, Backups, Storage, 
• Experience using public cloud technologies, security, storage, and advanced networking architectures and interconnectivity. 
• Technical experience developing automation tools and scripts 
• Troubleshoot, describe, and understand cloud concepts and associated technical functions. 
• Manage user identity, access, and authentication. 
• Experience with Monitoring and Alerting of virtual instances. 
• Experience using ticketing systems. 
• Understanding of ticket troubleshooting and resolution. 
• Understanding of tiered escalation paths best practices. 
• Create and maintain documentation. 
• Ability to manage different customer tenants. 
• Assist customers via the ticketing system, email, or phone. 
• Able to handle technical escalations for more advanced inquiries. 
• Support hybrid networking, networking infrastructure, and VPNs. 

Requirements:

• Bachelor’s degree in IT Industry and or equivalent experience. 
• 5+ years of experience in providing technical support. 
• Experience working in an enterprise helpdesk or service desk environment. 
• Managed Services Provider (MSP) experience. 

Your language skill 

• Very good level of English - can speak freely and communicate clearly with customers and partners, using the characteristic idioms and expressions of the English language. 
• Experience with PowerShell Scripting. 

Certifications:

• Network+ 
• AWS Cloud Practitioner 
• AWS Solutions Architect Associate 
• Solutions Architect Professional