L3 Support Engineer - AWS

An AWS L3 support engineer is a technical expert who resolves complex issues, escalates issues to other teams, and provides permanent fixes. They also recommend improvements to processes and architecture.

Job Description :

• Advanced Troubleshooting : Diagnose and resolve complex issues related to AWS services (e.g., EC2, S3, RDS, Secrets manager, System manager , Log watch IAM misconfigurations).
• Incident Management : Provide L1 / L2 support by monitoring, triaging, and resolving customer issues related to the platform.
• Customer Interaction : Communicate with stockholders through email, incident management tool and phone to understand and address their concerns, ensuring excellent customer satisfaction.
• Escalation : Collaborate with development team and engineering for unresolved issues, ensuring a smooth handoff with detailed issue documentation.
• Documentation : Create and update knowledge base articles, FAQs, and customer-facing documentation based on resolved issues. Maintain detailed records of customer interactions and issue resolutions in the ticketing system.

System Monitoring and Maintenance : Proactively monitor environments for alerts and potential issues. Perform routine health checks and provide recommendations for optimization and Providing timely status to the customers & management.

Required Skills and Qualifications :

Technical Skills :

(ref : hirist.tech)