We are seeking a high-performing Lead AWS Cloud Support Engineer with 7 to 10 years of experience to lead technical support operations for our key enterprise clients. In this client-facing role, you will act as the trusted technical advisor and highest technical escalation authority for enterprise customers running critical workloads on AWS.

You will combine deep hands-on AWS engineering expertise with executive-level communication skills. Beyond resolving high-severity production outages, you will conduct AWS Well-Architected Reviews, drive client cost optimization (FinOps), lead incident de-escalation calls, and mentor a high-performing team of cloud support engineers to ensure strict SLA compliance and customer satisfaction (CSAT).

Key Responsibilities:

Client Escalation & Incident Management

- Serve as the principal Incident Commander and technical lead for high-severity client outages (P1/P2), leading bridge calls with client leadership and engineering teams.
- Author and deliver polished, executive-ready Root Cause Analysis (RCA) reports following critical incidents.
- Manage high-pressure, escalated client situations with professionalism, empathy, and clear technical guidance.

Technical Account Advisory & Client Value

- Conduct regular AWS Well-Architected Framework Reviews and security posture assessments for client environments.
- Lead client cost-optimization initiativesproviding actionable FinOps recommendations (right-sizing, Reserved Instances, Savings Plans, architectural improvements) to reduce client cloud spend.
- Participate in quarterly technical business reviews (QBRs)



with key client stakeholders to report on infrastructure performance, security compliance, and SLA metrics.

Advanced Technical Support & Architecture

- Provide Tier-3/4 technical support across multi-tenant and dedicated enterprise AWS environments (VPC, EC2, RDS, S3, IAM, Route 53, CloudFront, Lambda, ECS/EKS).
- Troubleshoot complex, cross-domain issues involving hybrid cloud networking (DirectConnect, Transit Gateway, VPNs, BGP), security guardrails, and database performance.
- Design and implement client-specific automation runbooks using Terraform, CloudFormation, Python, or Bash to remediate recurring issues.

Operational Excellence & Leadership

- Oversee support queue health, ensuring team adherence to strict client Service Level Agreements (SLAs) for initial response, update frequency, and resolution times.
- Mentor and upskill client support engineers on both advanced technical troubleshooting and customer communication standards.
- Continuously refine standard operating procedures (SOPs), knowledge base articles, and automated alerting workflows across tools like CloudWatch, Datadog, PagerDuty, and ServiceNow.

Required Qualifications & Experience

- Experience: 7 to 10 years in technical support, cloud engineering,



or customer success engineering, with at least 4 years in a direct, external client-facing role supporting enterprise AWS environments (e.g., MSP, Cloud Consultancy, or SaaS).
- Client & Communication Skills: Exceptional written and verbal communication skills, with a proven track record of explaining complex cloud architectures to both technical engineers and C-level executives.
- AWS Mastery: Expert-level knowledge across core AWS services (EC2, ECS, EKS, ALB, VPC, IAM, RDS, S3, Lambda, Route 53, CloudFront, Transit Gateway).
- IaC & Automation: Demonstrated proficiency with Terraform or CloudFormation, Git workflows, and operational scripting in Python or Bash.
- Networking & OS: Deep understanding of enterprise networking (TCP/IP, DNS, VPN, BGP, Firewalls, Load Balancers) and advanced Linux/Windows troubleshooting.
- Certifications: Must hold at least one active Professional-level AWS certification:
- AWS Certified Solutions Architect Professional or
- AWS Certified DevOps Engineer Skilled

- Education: Bachelors degree in Computer Science, Information Technology, Engineering, or equivalent practical experience.

Preferred / Nice-to-Have Skills

- Familiarity with ITIL v4 frameworks (Incident, Problem, Change, and Service Level Management).
- AWS Specialty Certifications (e.g., AWS Certified Security – Specialty or AWS Certified Advanced Networking – Specialty).
- Hands-on experience with enterprise ITSM and monitoring tools (ServiceNow, Jira Service Desk, PagerDuty, Datadog).

📌 Lead AWS Cloud Support Engineer (Gurugram)
🏢 SmartCoders Consulting
📍 Gurugram