Job Description

Role & Responsibilities :

Serve as the primary technical authority in a partner-managed support model, reviewing, troubleshooting, and resolving complex, high-severity infrastructure problems for global customers within strict SLAs.
Conduct end-to-end architecture reviews utilizing the AWS Well-Architected Framework, tailoring recommendations specifically for multi-tenant, partner-managed environments to drive continuous improvement and compliance.
Design and implement robust cross-account automation frameworks, support accelerators, and integrate the AWS Support API to efficiently scale management and diagnostic capabilities across multiple customer environments.
Act as the ultimate escalation point for complex technical issues, effectively orchestrating deep-level troubleshooting and managing direct escalations with internal AWS Enterprise Support and Engineering teams when necessary.
Lead pre-onboarding technical assessments, verifying customer infrastructure readiness, mapping support entitlements,



and guiding them through a seamless transition into the PLS ecosystem.
Provide tier-3 technical expertise in multi-account architectures (AWS Organizations, Control Tower), container orchestration (EKS/Kubernetes) to rapidly isolate and resolve production bottlenecks.
Lead and contribute to the internal CoE by defining Partner-Led Support best practices, standardizing incident response playbooks (RCA, post-mortems), and evangelizing operational excellence.
Build custom cost, usage, and performance dashboards to improve visibility into cloud spending, enabling proactive architectural recommendations and FinOps optimizations for customers.
Research and prototype current cloud-native technologies (e.g., AI/ML services, real-time streaming), perform PoCs, and seamlessly integrate relevant AWS feature releases into managed customer baselines.
Leverage AI-enhanced troubleshooting tools to accelerate root-cause analysis. Lead proactive security incident respons

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