Own the technical escalation function for our AWS Support practice. You will be the primary interface with AWS Technical Account Managers (TAMs) and AWS Support, the final escalation point for high-severity customer incidents, and the technical authority ensuring we meet our SLA commitments.
Key Responsibilities:
- Serve as the escalation point of contact (Sev-1/Sev-2) when L2 engineers cannot resolve a customer issue.
- Own the working relationship with assigned AWS TAM(s) - case escalation, Strategic Business Reviews, proactive planning sessions.
- Design and review incident response plans per customer account.
- Lead root-cause analysis and post-incident reviews for business-critical outages.
- Conduct architecture and Well-Architected Framework reviews for customer environments.
- Mentor and technically upskill the Cloud Support Engineer (L2) team.
- Validate IAM role configurations and access readiness across customer accounts ahead of incidents.
- Represent the practice in customer-facing technical discussions during major incidents.
Required Qualifications:
- 8+ years in cloud infrastructure / support / architecture roles, with at least 3 years focused primarily on AWS.
- AWS Certified Solutions Architect - Professional (required); AWS Certified DevOps Engineer - Qualified a plus.
- Deep hands-on expertise across core AWS domains: EC2,
VPC/networking, IAM, RDS/database services, S3, CloudFormation/IaC, CloudWatch, Trusted Advisor, AWS Support API, AWS Health.
- Proven experience handling production-down (Sev-1) incidents under time pressure.
- Strong communication skills - comfortable being the technical voice in front of both AWS and enterprise customers.
- Experience working with or alongside AWS TAMs, Enterprise Support, or a Managed Service Provider (MSP) environment strongly preferred.
Nice to Have:
- Exposure to other cloud platforms (Azure, GCP) is an advantage, though AWS depth remains the core requirement.
- Experience with multi-account AWS Organizations structures in a resale/partner context.
- Security specialization (AWS Certified Security - Specialty).
Location for Reporting:
This role is based at the office and requires full-time, on-site presence. Candidates are expected to work from the office on all working days. Please note that this is not a work-from-home position.
Interview Process
- 1 Assessment
- 2 Technical Rounds
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
📌 Sr Cloud Support Architect (Sahibzada Ajit Singh Nagar)
🏢 SourceFuse Technologies
📍 Sahibzada Ajit Singh Nagar
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