Sr AWS Support Engineer

TL;DR

Sr AWS Support Engineer: Managing and resolving complex AWS-related issues, ensuring efficient progression and escalation of customer issues. Focus on improving support processes, reducing recurring issues, and enhancing customer satisfaction. Working in close collaboration with the Global Support Manager and wider in-country AWS teams.

Location: Hybrid role based in Mississauga office with the opportunity to work 2 days remotely per week.

Salary: $110,000 - $130,000 CAD per year.

Company

hirify.global is a leading technology company for the global information technology ecosystem.

What you will do

• Monitor and manage incoming AWS-related support issues from frontline agents, ensuring they are progressing efficiently and escalated as needed.
• Guide and support frontline support engineers, sharing your expertise and helping them grow.
• Troubleshoot and resolve advanced technical issues across AWS services (e.g., EC2, S3, RDS, VPC, Lambda), ensuring the customer experience is top of mind.
• Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Participate in a rotating on-call schedule for critical issues.

Requirements

• Bachelor’s degree or equivalent within Information Technology, Computer Science, or related discipline.
• 8+ years in technical support, service-desk or customer-facing IT roles.
• 4+ years of hands-on experience supporting AWS.
• Strong hands-on troubleshooting skills but not limited to the following: HTTP/HTTPS, DNS, TCP/IP, Windows & Linux OS.
• Strong knowledge of AWS services but not limited to Amazon EC2, Amazon S3, AWS IAM, Amazon VPC, Amazon CloudWatch, Amazon RDS, AWS Lambda, AWS CloudFormation, Elastic Load Balancing (ELB), and Amazon Route 53.
• One or more valid AWS certifications such as AWS Certified Solutions Architect, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer are required.

Culture & Benefits

• hirify.global has earned Great Place to Work Certification™ for 2025-2026 in Canada.
• Flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!
• Committed to ESG (Environment, Social & Governance).