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.