AWS L3 Support Engineer

AWS L3 Support Engineer

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.

Responsibilities :

- 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, an incident management tool, and phone to understand and address their concerns, ensuring excellent customer satisfaction.

- Escalation : Collaborate with the development and engineering team 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.

System Monitoring and Maintenance :

- Proactively monitor environments for alerts and potential issues.

- Perform routine health checks and provide recommendations for optimization.

- Provide timely status to customers and management.

- Maintain detailed records of customer interactions and issue resolutions in the ticketing system.

Required Skills and Qualifications :

Technical Skills :

- Strong understanding of various AWS services like EC2, RDS, OpenSearch Service, S3, RDS failures, Secrets Manager, System Manager, log watch, IAM, etc.

- Experience with Linux and basic commanding and shell scripting.

- Basic knowledge of networking fundamentals (e.g., DNS, IP routing, firewalls).

- Exposure to monitoring tools (e.g., Prometheus, Grafana) and logging systems (ELK).

- Knowledge of database systems with basic SQL scripting.

Other Skills :

- Excellent verbal and written communication skills for clear and professional interaction with stakeholders.

- Strong analytical and problem-solving abilities.

- Ability to prioritize and manage multiple support tickets efficiently.

- Customer-focused mindset with a dedication to providing timely and effective support.