About this role

Cloud Support Engineer AWS

Location: River North, Chicago, IL (hybrid/onsite part of the time)
Work Schedule: 24x7 support coverage

Key Responsibilities

Monitor and respond to AWS infrastructure alerts using PagerDuty and customer support tickets.
Troubleshoot AWS services, including EC2, ECS/EKS, RDS, Lambda, S3, CloudWatch, Route 53, ALB/NLB, and VPC networking.
Resolve incidents within defined SLAs and follow runbooks and escalation procedures.
Manage AWS Support cases and provide timely customer updates.
Configure and maintain Datadog/CloudWatch monitoring, dashboards, and alerts.
Document incident timelines, troubleshooting steps, and root causes.
Identify recurring issues and recommend operational improvements.
Collaborate with architecture teams and potentially expand into security operations.

Required Skills

AWS Solutions Architect Associate or Professional certification.
Hands-on AWS infrastructure operations experience.
Multi-account AWS environments and cross-account IAM role assumption.
Infrastructure as Code (Terraform or CloudFormation).
Incident management, alert triage, severity classification, and SLA-driven support.
Troubleshooting AWS compute, networking, storage, and database services.
Monitoring tools such as Datadog, CloudWatch, and PagerDuty.
Strong written and verbal communication during incidents.

Preferred Skills

Datadog administration: agents, custom metrics, monitors, dashboards, integrations, and alert routing.
CrowdStrike Falcon deployment, policy configuration, and detection/response.
SOC or security operations experience, including threat detection and incident response.

Nice-to-Have Skills

AWS SysOps Administrator, DevOps Engineer, or Security Specialty certifications.
ECS/EKS container orchestration.
FinOps and AWS cost optimization.
NOC or operations center experience.
AWS security services: GuardDuty, Security Hub, CloudTrail, and IAM Access Analyzer.

Ideal Candidate Profile

Look for a hands-on AWS Cloud Support/Operations Engineer with strong incident response and troubleshooting skills, Terraform or CloudFormation experience, and an AWS Solutions Architect certification.

Important screening criteria:

Aws Cloud Engineer

Key skills

About this role