AWS Support Engineer

Incident & Service Management:

• Respond to, triage, and resolve incidents and service requests across AWS environments.
• Diagnose root cause issues and implement sustainable fixes.
• Communicate clearly with internal teams and clients throughout incident lifecycles.

Proactive Monitoring & Prevention:

• Monitor Amazon Connect and AWS services to proactively detect service degradation.
• Investigate and remediate alerts via CloudWatch and other tools.
• Refine alerting thresholds and dashboards for meaningful alerts.

Change & Platform Support:

• Execute approved configuration changes and fixes for incident resolution.
• Manage change tickets in alignment with internal processes.
• Support platform growth through new features and AWS services.

Client & Team Collaboration:

• Act as trusted technical partner during incidents and operational discussions.
• Collaborate with Technical Account Managers and Developers to improve platform resilience.
• Uphold professional, calm, and customer-focused communication standards.