remote
L2 Cloud Support Engineer - Confidence Way
Software Engineer
Senior L2 Cloud Support Engineer responsible for diagnosing and resolving complex AWS‑based issues, collaborating with engineering, and delivering expert client support through remote sessions and detailed documentation.
About the role
Key Responsibilities
- Act as the primary escalation point for unresolved L1 support tickets, ensuring timely resolution.
- Diagnose and troubleshoot complex customer issues across AWS services such as Lambda, API Gateway, RDS, and CloudWatch.
- Perform root cause analysis and develop permanent fixes or workarounds, documenting findings for future reference.
- Collaborate closely with engineering and product teams to reproduce, isolate, and resolve bugs.
- Provide expert support via calls, remote sessions, and detailed technical documentation.
Requirements
- Proven experience with AWS infrastructure and services.
- Strong troubleshooting and root cause analysis skills.
- Excellent communication and documentation abilities.
- Ability to work independently and in a fast‑paced environment.