AWS Support Engineer

Incident & Service Management

• Respond to triage and resolve incidents and service requests across supported AWS environments.

• Own incidents end-to-end from initial alert or client report through resolution and closure.

• Diagnose root cause issues not just symptoms and implement sustainable fixes.

• Communicate clearly and professionally with internal teams and clients throughout incident lifecycles.

• Escalate complex or high-risk issues appropriately to Incident Management or Development teams.

Proactive Monitoring & Prevention

• Monitor Amazon Connect instances and supporting AWS services to proactively detect and prevent service degradation.

• Investigate and remediate alerts generated via CloudWatch and other monitoring tools.

• Continuously refine alerting thresholds and dashboards to ensure alerts are meaningful actionable and timely.

• Perform routine health checks and platform reviews to identify risks before they impact clients.

Change & Platform Support

• Execute approved configuration changes fixes and enhancements in support of incident resolution or client requests.

• Create and manage change tickets in alignment with internal change management processes.

• Partner with Developers and TAMs to coordinate changes requiring code updates or architectural review.

• Support platform growth through implementation of new features integrations or AWS services.

Documentation & Continuous Improvement

• Document incidents resolutions and changes thoroughly in ServiceNow.

• Contribute to and maintain troubleshooting guides runbooks and operational documentation.

• Participate in post-incident reviews and root cause analyses.

• Apply lessons learned to improve monitoring processes and platform resilience over time.

Client & Team Collaboration

• Act as a trusted technical partner to clients during incidents and operational discussions.

• Collaborate effectively with TAMs to support client health stability and satisfaction.

• Work closely with Developers to identify recurring issues that may benefit from automation or code changes.

• Uphold professional calm and customer-focused communication standards in all interactions.

• Experience supporting AWS-based applications or infrastructure in a production environment.

• Hands-on development experience with AWS Lambda including authoring deploying and troubleshooting functions in production.

• Working proficiency in Python and TypeScript for building serverless functions integrations and automation scripts.

• Hands-on exposure to one or more of the following: Amazon Connect CloudWatch monitoring and alerting IAM S3 DynamoDB or related AWS services.

• Experience working within incident management and ticketing systems (e.g. ServiceNow).

• Strong troubleshooting and analytical skills.

• Ability to communicate technical issues clearly to both technical and non-technical audiences.

• Comfort working in a 24x7 operational support model including on-call rotations.

• AWS Certification (Cloud Practitioner Associate or higher).

• Experience supporting contact center technologies or customer experience platforms.

• Familiarity with ITIL-aligned service management practices.

• Experience working in a Managed Services or MSP environment.

• Exposure to regulated or compliance-driven environments (e.g. SOC FedRAMP healthcare financial services).