AWS Support Lead

About the role

The AWS Support Lead provides hands‑on operational support for customer cloud environments, investigates production issues and coordinates resolution with technical specialists. The role blends practical engineering with day‑to‑day operational coordination across a distributed support team.

Key responsibilities

• Coordinate incident triage, assess business impact, own investigations through resolution or documented hand‑off, and escalate with evidence when specialist support is required.
• Support approved changes, hot‑fixes and environment promotions via Git repositories and change‑control processes, validate outcomes and improve runbooks.
• Operate, troubleshoot and govern AWS services (IAM, EC2, S3, EBS, Lambda, Step Functions, CloudWatch, CloudTrail, Security Hub, etc.) across multi‑account environments using AWS Organizations/Control Tower.
• Develop and maintain infrastructure‑as‑code using Terraform, automate tasks with Python, PowerShell or Bash, and build monitoring dashboards in Datadog or CloudWatch.
• Conduct first‑line investigations of data pipelines, validate data with SQL fundamentals and engage appropriate specialists for infrastructure, access or pipeline issues.
• Lead support priorities, mentor teammates, maintain runbooks, readiness checklists and communication plans, and produce clear status and performance reports for customers and internal stakeholders.

Required profile

• 4+ years of experience in production cloud operations, technical support or infrastructure operations.
• Strong troubleshooting skills using logs and metrics, and ability to work independently with minimal supervision.
• Professional English communication skills, both written and spoken, with the ability to explain technical issues to diverse audiences.
• Willingness to participate in a compensated on‑call rotation after onboarding.

Required skills

• AWS core services: IAM, EC2, S3, EBS, Lambda, Step Functions, CloudWatch, CloudTrail, Security Hub.
• Infrastructure‑as‑code tooling: Terraform (or equivalent) and Git.
• Scripting languages: Python, PowerShell, Bash.
• Monitoring and incident tools: Datadog, PagerDuty, ServiceNow.
• SQL fundamentals and ability to read/modify scripts.
• Experience with Microsoft Word and PowerPoint for reporting.