Lead AWS Cloud Support Engineer

About SmartCoders Consulting

SmartCoders Consulting was established with the mission to deliver outstanding value to global enterprises. Our aim is to empower organizations through world-class software solutions. With a portfolio of over 400 completed projects, our multidisciplinary team consisting of developers, business analysts, solution architects, and project managers effectively manage diverse projects. Operating internationally, we serve clients across the USA, Middle East, and Australia, specializing in Oracle products, digital marketing, web/mobile/desktop applications, and consulting and hosting services.

Role Overview and Responsibilities

We are looking for a seasoned Lead AWS Cloud Support Engineer with 7 to 10 years of experience to lead technical support for our major enterprise clients. This client-facing role requires acting as the primary technical advisor and the highest escalation point for AWS-based enterprise workloads.

• Lead incident management by serving as the principal Incident Commander for high-severity outages (P1/P2), coordinating bridge calls with client leadership and engineering teams.
• Prepare and present detailed Root Cause Analysis (RCA) reports after critical incidents.
• Handle escalated client situations professionally, offering clear technical guidance with empathy.
• Conduct regular AWS Well-Architected Framework assessments and security posture reviews for client environments.
• Drive client cost optimization programs by providing FinOps recommendations such as right-sizing instances, Reserved Instances, Savings Plans, and architectural enhancements.
• Lead quarterly technical business reviews (QBRs) to report on infrastructure performance, security compliance, and SLA adherence.
• Provide advanced Tier-3/4 technical support across multi-tenant and dedicated AWS environments, including VPC, EC2, RDS, S3, IAM, Route 53, CloudFront, Lambda, ECS, and EKS.
• Troubleshoot complex issues involving hybrid cloud networking components like DirectConnect, Transit Gateway, VPNs, BGP, security guardrails, and database performance.
• Create and maintain automation runbooks using Terraform, CloudFormation, Python, or Bash to resolve repetitive issues.
• Monitor support queue health to ensure compliance with strict SLA timelines for response, updates, and resolution.
• Mentor and develop cloud support engineers in advanced troubleshooting and customer communication.
• Improve and refine SOPs, knowledge base content, and alerting workflows involving tools such as CloudWatch, Datadog, PagerDuty, and ServiceNow.

Required Qualifications and Skills

• 7 to 10 years of experience in technical support, cloud engineering, or customer success engineering, with a minimum of 4 years in client-facing roles supporting enterprise AWS environments (e.g., MSPs, cloud consultancies, SaaS providers).
• Exceptional communication skills, able to convey complex cloud architecture concepts to technical teams and executive stakeholders.
• Expert knowledge across key AWS services including EC2, ECS, EKS, ALB, VPC, IAM, RDS, S3, Lambda, Route 53, CloudFront, and Transit Gateway.
• Proficiency with Infrastructure as Code (IaC) and automation tools such as Terraform or CloudFormation; experience with Git workflows and scripting in Python or Bash.
• Strong understanding of enterprise networking concepts such as TCP/IP, DNS, VPN, BGP, firewalls, and load balancers along with advanced Linux and Windows troubleshooting skills.
• Possession of at least one active professional-level AWS certification: AWS Certified Solutions Architect – Professional or AWS Certified DevOps Engineer – Professional.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

Preferred Skills

• Knowledge of ITIL v4 frameworks focusing on Incident, Problem, Change, and Service Level Management.
• AWS Specialty Certifications, for example, AWS Certified Security – Specialty or AWS Certified Advanced Networking – Specialty.
• Practical experience with enterprise ITSM and monitoring platforms such as ServiceNow, Jira Service Desk, PagerDuty, and Datadog.