AWS Support Lead

About the role

The AWS Support Lead provides hands-on operational support for customer cloud environments, investigating production issues and coordinating resolution with technical specialists. The role sits in a global AWS Cloud Operations team and combines practical engineering with day-to-day operational coordination across a distributed support team. It is full-time, requires professional English, and includes a compensated on-call rotation after onboarding.

Key responsibilities

• Lead incident triage and service requests, assess business impact and urgency, and own investigations until resolved or handed off
• Support approved changes, hotfixes and environment promotions via Git repositories and change controls, and maintain runbooks
• Operate and troubleshoot AWS environments (identity, networking, compute, storage, security, monitoring, backup and data services) and manage multi-account governance with AWS Organizations / Control Tower and IAM
• Use Terraform or equivalent for infrastructure as code, automate tasks with Python, PowerShell or Bash, and build monitoring dashboards and alerts with Datadog and/or CloudWatch
• Investigate data pipelines and scheduled loads, applying SQL fundamentals where permitted
• Mentor colleagues, support customer onboarding and service transitions, and prepare status and performance reports in Word or PowerPoint

Required profile

• 4+ years of experience in production cloud operations, technical support, infrastructure operations or a comparable role
• Ability to investigate production issues, make safe changes and escalate appropriately
• Clear, concise professional English, able to explain technical issues to engineers, customer technical teams and managers
• Self-starter who works independently with minimal supervision and takes ownership of assigned work
• Willingness to join a compensated, shared on-call rotation after onboarding

Required skills

• Working knowledge of AWS IAM, EC2, S3 and CloudWatch, and networking fundamentals
• Git, peer review and controlled production changes
• SQL fundamentals and scripting in at least one language (Python, PowerShell or Bash)
• Experience preparing status or performance reports in Microsoft Word or PowerPoint