T2 Aws Support Engineer

Archway Compute provides proactive, affordable IT and computer support for over 200 Independent Insurance Agencies across the United States.

• As an T2 AWS Technical Support Engineer, you will be responsible for providing advanced technical assistance and guidance to customers utilizing Amazon Web Services (AWS) products and services. Your expertise and problem-solving abilities will play a critical role in ensuring customer satisfaction and resolving complex technical issues. This position requires a deep understanding of AWS infrastructure, strong communication skills, and a passion for delivering exceptional customer support. Job functions :

• Troubleshoot and resolve complex technical issues related to AWS products and services, ensuring timely and effective solutions.

• Collaborate with customers to understand their technical challenges and provide guidance on best practices for leveraging AWS services.

• Conduct in-depth analysis of customer configurations, logs, and system behavior to identify root causes of issues.

• Document customer interactions, including issue details, troubleshooting steps, and solutions, in a clear and concise manner.

• Escalate critical and high-impact issues to senior support engineers or appropriate internal teams, while maintaining ownership of the customer's case.

• Collaborate with cross-functional teams to identify and implement process improvements, contributing to the overall efficiency and effectiveness of the support organization.

• Stay up-to-date with AWS product updates, new features, and industry trends to provide accurate and relevant guidance to customers.

Qualifications and requirements :

• FOR ALL APPLICANTS: ADVANCED+ OR NATIVE ENGLISH LEVEL IS A MUST FOR THIS POSITION - Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Previous experience in a technical support role, preferably with a focus on AWS or cloud technologies.
• Strong understanding of AWS services, including EC2, S3, RDS, Lambda, VPC, and IAM.
• Proficient in troubleshooting and resolving technical issues related to Linux and Windows operating systems.
• Excellent analytical and problem-solving skills, with the ability to think critically and quickly assess complex situations.
• Effective written and verbal communication skills, with the ability to convey technical concepts to both technical and non-technical audiences.
• Strong customer service mindset, with a passion for delivering exceptional support experiences.
• Ability to work collaboratively in a fast-paced and dynamic environment.

Desirable skills :

• AWS certifications, such as AWS Certified Solutions Architect or AWS Certified Developer, are highly desirable.
• Experience with scripting languages (e.g., Python, PowerShell) and infrastructure automation tools (e.g., AWS CloudFormation, Terraform) are a plus.

Conditions :

• Opportunities for career growth and advancement, with on-the-job training to help you build your skills and knowledge.
• A supportive and collaborative work environment, with opportunities to work with other talented engineers and learn from experienced mentors.
• Flexibility and work-life balance, with options for remote work and flexible schedules available.
• This is a locally remote position.
• Workers will need their own laptop.
• Need to be available to work in EST time zone.

Flexible hours Flexible schedule and freedom for attending family needs or personal errands. Remote work policy : **Locally remote only