Senior AWS Customer Support Engineer
hace 1 mes
Madrid
Robert Walters are looking for a Senior AWS Support Engineer. This role is ideal for someone with a strong background in technical support or service desk environments who is ready to take on a more strategic and hands-on role in managing and resolving complex AWS-related issues. You will be the go-to expert for escalated support cases, ensuring that customer issues are progressing efficiently and effectively. You’ll also play a key role in improving our support processes to reduce recurring issues and enhance customer satisfaction. Key Duties and Responsibilities: Working in close collaboration with the Global Support Manager and wider in-country AWS teams, the core responsibilities of the role include, but not limited to, the following: • Stay up-to-date with the latest AWS technologies and best practices, and share knowledge with the team., • Monitor and Manage Support Cases: Oversee incoming AWS-related support issues from Level 1 and Level 2 agents, ensuring they are progressing efficiently and escalated only when necessary., • Reduce Escalations to AWS (L3): Act as the senior technical authority to resolve complex issues internally, minimizing the need to escalate to AWS support., • Hands-On Troubleshooting: Step in to troubleshoot and resolve advanced technical issues across AWS services (e.g., EC2, S3, RDS, VPC, Lambda). Ensuring the customer experience is top of mind., • Process Improvement: Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates., • Enhance Team Knowledge: Strengthen the capabilities of the support team through training sessions, documentation, and active knowledge sharing, • Documentation & Best Practices: Create and maintain technical documentation, SOPs, and knowledge base articles., • Mentorship: Guide and support junior engineers, sharing your expertise and helping them grow., • On-Call Support: Participate in a rotating on-call schedule for critical issues. Qualifications and Experience Experience: • 5+ years in technical support, service-desk or customer-facing IT roles., • 2+ years hand on experience supporting AWS Technical Skills: • In-depth knowledge of AWS services and architecture., • Experience with cloud computing and infrastructure., • Strong understanding of networking concepts and protocols., • Proficiency in troubleshooting and problem-solving complex technical issues. Required Certifications: • One or more AWS certifications such as AWS Certified Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer are required.
Página 16