AWS Support Engineer
3 weeks ago
We have a great opportunity for a AWS Cloud Support Engineer to join our Modern Run Practice. As we embark on cutting-edge projects with Tier 1 customers, we're expanding our team and inviting a skilled Cloud Engineer to contribute to our growing success.
In this role, you will work daily on our customer platforms, maintaining their AWS environments. You will also serve as the point of contact for technical support Level 2, issue resolution, and incident, problem, and change management. This position requires a talent for problem-solving and process optimization.
Key Responsibilities:
Serve as a subject matter expert in AWS services and architecture, providing Level 2 support to resolve escalated technical issues.
Investigate and diagnose complex problems related to AWS services, including networking, security, storage, and database.
Collaborate closely with Level 1 support engineers and other cross-functional teams to troubleshoot and resolve issues in a timely manner.
Manage and prioritize incoming support tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
Conduct thorough post-incident analysis to identify root causes, trends, and opportunities for improvement.
Develop and maintain automation scripts, tools, and utilities to streamline support processes and enhance efficiency.
Implement proactive monitoring and alerting solutions to detect and mitigate potential issues before they impact customers.
Continuously evaluate and recommend improvements to existing tools and processes to optimize support operations.
Mentor and coach Level 1 support engineers, providing guidance on technical issues, best practices, and troubleshooting techniques.
Contribute to the development of training materials, documentation, and knowledge base articles to support ongoing learning and skill development.
Lead technical workshops and knowledge-sharing sessions to disseminate expertise across the support team and organization.
Work on call and rotational roster
Skills & Experience Required
Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
Extensive experience in a technical support role, with a focus on AWS cloud services and infrastructure.
Strong understanding of networking concepts, security principles, and best practices for cloud deployment and operations.
Proficiency in scripting and automation using languages such as Python, PowerShell, or Bash.
Excellent problem-solving and analytical skills, with the ability to troubleshoot complex technical issues and drive resolution.
AWS certifications (such as AWS Certified Solutions Architect or AWS Certified DevOps Engineer) are highly desirable.
Exceptional communication and interpersonal skills, with the ability to communicate effectively with technical and non-technical stakeholders.
Our Culture
No cool cliques, just motivated passionate humans generating ideas and devising solutions in a creative, collaborative workspace. We're building a team and looking for people who can think outside the square and deliver what others might consider impossible.
At Versent, we embrace the notion of Family: working together to achieve outstanding success.
What we offer you
At Versent we invest in our people, with benefits such as:
Competitive salary package
Working in a flexible, outcome-driven environment. Outside of client obligations, you can work from the office or home as needed. Also, leave the suit and tie behind and put on a Versent T-shirt instead.
Weekly internal tech talks; all streamed and recorded so those who can’t make it to the office can still participate. For those who do make it, there’s pizza, beer, wine and soft drinks on tap
Regular social events, meetups and guest speakers organised and facilitated by our team
A supportive family culture - If you need help, just ask
Celebration of the wins – big or small, because we know how hard you work.
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