Cloud Support Engineer

Role Overview:

Deliver hands-on technical support for enterprise customers under our AWS Partner-Led Support practice. You will troubleshoot and resolve customer-reported AWS issues, manage support cases end-to-end, and escalate to the Senior Cloud Support Architect or AWS directly when needed - all within defined SLA windows.

Key Responsibilities:

• Own inbound support cases from ticket creation through resolution, working within Sev-1 through Sev-4 SLA targets.
• Troubleshoot issues across core AWS services (compute, storage, networking, databases, IAM).
• Use AWS Diagnostic Tools, Trusted Advisor, and AWS Health data to accelerate root-cause identification.
• Escalate to Senior Cloud Support Architect or open AWS Support cases when an issue exceeds internal capability, with clear documentation of what s been tried.
• Maintain accurate case notes and contribute to the growing internal knowledge base to reduce repeat escalations.
• Participate in on-call rotation for extended-hours/Sev-1 coverage.
• Assist with customer onboarding: validating IAM access, monitoring setup, and account configuration.

Required Qualifications:

• 3-5 years of hands-on experience supporting or administering AWS environments.
• AWS Certified Solutions Architect - Associate or AWS Certified SysOps Administrator - Associate (required).
• Solid working knowledge of EC2, VPC, IAM, S3, RDS, CloudWatch, and basic CloudFormation/Terraform.
• Experience working support tickets in a PSA/ticketing tool (ServiceDesk, Freshservice, Zendesk, or similar).
• Ability to work rotating shifts/on-call as part of extended coverage.
• Strong troubleshooting instincts and clear written communication for case documentation.

Nice to Have:

• Exposure to other cloud platforms (Azure, GCP) is an advantage, though AWS remains the primary focus.
• Prior experience in an MSP or AWS reseller/partner environment.
• Scripting ability (Python, Bash) for automation of routine diagnostic tasks.

Location for Reporting:

This role is based at the office and requires full-time, on-site presence. Candidates are expected to work from the office on all working days. Please note that this is not a work-from-home position.

Interview Process

• 1 Assessment
• 2 Technical Rounds

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.