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 transparent 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 hybri

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