Sr AWS Technical Support Engineer (AWS)

TL;DR

Senior AWS Technical Support Engineer (AWS): Managing and resolving complex AWS-related infrastructure issues with an accent on escalated support, troubleshooting, and process improvement. Focus on reducing L3 escalations to AWS and mentoring frontline engineers to enhance team technical capabilities.

Location: Hybrid in Mississauga, Canada (2 days remote per week) or Buffalo, NY, USA

Salary: $110,000 - $130,000 CAD

Company

Leading technology company for the global IT ecosystem, bridging manufacturers and cloud providers to B2B technology experts.

What you will do

• Oversee and manage incoming AWS-related support cases, ensuring efficient progression and appropriate escalation.
• Act as the senior technical authority to resolve complex issues internally, minimizing the need for L3 escalations to AWS.
• Perform hands-on troubleshooting of advanced technical issues across EC2, S3, RDS, VPC, and Lambda.
• Mentor and guide frontline support engineers through training sessions and active knowledge sharing.
• Design and implement support workflows and SOPs to reduce recurring issues and improve first-time resolution rates.
• Participate in a rotating on-call schedule to handle critical system issues.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 8+ years of experience in technical support, service desk, or customer-facing IT roles.
• 4+ years of hands-on experience supporting AWS services.
• Proficiency in HTTP/HTTPS, DNS, TCP/IP, and Windows/Linux OS.
• One or more valid AWS certifications (Solutions Architect, SysOps Administrator, or DevOps Engineer) are required.
• Must be based in or able to work from the Mississauga (Canada) or Buffalo (USA) offices.

Culture & Benefits

• Comprehensive Healthcare, Dental, Vision, and mental health support.
• RRSP Matching for Canadian associates and 401(k) plan with company match for US employees.
• Paid time off, parental leave, and disability coverage.
• Certified "Great Place to Work" for 2025-2026 in Canada.
• Hybrid work flexibility (e.g., 2 days remote per week for the Mississauga office).