Cloud Support Engineer

Core Responsibilities

1. Technical Support & Troubleshooting

Diagnose and resolve issues across AWS services, including:

● Compute: EC2, Auto Scaling, Elastic Beanstalk, Lambda

● Storage: S3, EBS, EFS

● Networking: VPC, Route 53, Elastic Load Balancer (ELB), CloudFront

● Databases: RDS, DynamoDB, Aurora

Additional responsibilities include:

● Investigating performance issues, service outages, and configuration errors

● Analyzing logs, metrics, and error messages to identify root causes

2. Incident Management

● Respond to customer-reported incidents based on severity levels (P1–P4)

● Provide real-time support during production outages

● Escalate complex issues to AWS service teams when required

● Communicate effectively with customers regarding status, impact, and workarounds

3. Architecture & Best Practices Guidance

Advise customers on:

● High availability and fault-tolerant architectures

● Scalability and performance optimization

● Cost optimization strategies

● Security best practices, including IAM, encryption, and least-privilege access

Support customers in aligning workloads with the AWS Well-Architected Framework.

4. Monitoring & Optimization

Utilize AWS monitoring and advisory tools such as:

● Amazon CloudWatch (metrics, alarms, logs)

● AWS X-Ray

● AWS Trusted Advisor

● Identify risks related to performance, security, and cost

● Recommend proactive improvements and optimizations

5. Automation & Scripting

● Write, review, and troubleshoot scripts using Python, Bash, and PowerShell

● Use AWS SDKs (e.g., Boto3) for automation

● Assist with automating deployments and operational tasks

● Troubleshoot CI/CD pipelines using tools such as CodePipeline, GitHub Actions, and Jenkins

6. Documentation & Knowledge Sharing

● Create and maintain internal knowledge base articles

● Document Root Cause Analyses (RCA) for major incidents

● Share learnings and best practices with peers to improve overall support quality

Skills Required

Technical Skills

● Strong understanding of AWS core services

● Linux and Windows system administration

● Networking fundamentals (DNS, TCP/IP, VPNs, firewalls)

● Scripting and automation experience

● Basic security principles and IAM concepts

Soft Skills

● Excellent communication skills with the ability to explain complex issues clearly

● Strong customer empathy and professionalism

● Ability to work under pressure, especially during critical incidents

● Analytical mindset with strong problem-solving capabilities

Typical Day-to-Day Activities

● Handle customer support cases through a ticketing system

● Participate in live calls to resolve critical production issues

● Review logs and metrics to diagnose and troubleshoot problems

● Recommend architectural and operational improvements

● Collaborate with AWS service teams and internal peers