MOHALI · FULLTIME
Cloud Support Engineer
Sourcefuse Technologies
Mohali · onsite · Posted 13d ago
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Undisclosed3–8 yrsfulltimeMohali
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Section · 01
About this role
Role Overview:
Deliver hands-on technical support for enterprise customers under our AWS Partner-Led Support practice. You will troubleshoot and resolve customer-reported AWS issues, manage support cases end-to-end, and escalate to the Senior Cloud Support Architect or AWS directly when needed - all within defined SLA windows.
Key Responsibilities: - Own inbound support cases from ticket creation through resolution, working within Sev-1 through Sev-4 SLA targets.
- Troubleshoot issues across core AWS services (compute, storage, networking, databases, IAM).
- Use AWS Diagnostic Tools, Trusted Advisor, and AWS Health data to accelerate root-cause identification.
- Escalate to Senior Cloud Support Architect or open AWS Support cases when an issue exceeds internal capability, with clear documentation of what s been tried.
- Maintain accurate case notes and contribute to the growing internal knowledge base to reduce repeat escalations.
- Participate in on-call rotation for extended-hours/Sev-1 coverage.
- Assist with customer onboarding: validating IAM access, monitoring setup, and account configuration.
- 3-5 years of hands-on experience supporting or administering AWS environments.
- AWS Certified Solutions Architect - Associate or AWS Certified SysOps Administrator - Associate (required).
- Solid working knowledge of EC2, VPC, IAM, S3, RDS, CloudWatch, and basic CloudFormation/Terraform.
- Experience working support tickets in a PSA/ticketing tool (ServiceDesk, Freshservice, Zendesk, or similar).
- Ability to work rotating shifts/on-call as part of extended coverage.
- Strong troubleshooting instincts and clear written communication for case documentation.
- Exposure to other cloud platforms (Azure, GCP) is an advantage, though AWS remains the primary focus.
- Prior experience in an MSP or AWS reseller/partner environment.
- Scripting ability (Python, Bash) for automation of routine diagnostic tasks.
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.
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Section · 02
Skills
AutomationBashaws iamcloud platformscase documentationAws Servicesgoogle cloud platformamazon web servicesaws cloudformationdiagnosticCustomer OnboardingAWS RDSCloud SupportAWS CloudWatchAWS S3Computer NetworksAWS EC2PythoncloudOnboardingAWS CertifiedinboundMicrosoft Azure
Section · Company
About Sourcefuse Technologies
Sourcefuse Technologies
IT Services & Consulting
572
employees
2006
20 years old
Jacksonville Beach, Florida
United States (USA)
₹14.1L PA avg
Avg at Sourcefuse Technologies
About
SourceFuse is a leading AWS Advanced Consulting Partner that enables Enterprises and Healthcare through cloud migration, managed services, and app modernization.
Industries
IT Services & Consulting
Employee ratings
10 reviews
3.3/ 5
Culture
3.0
Career growth
2.3
Work-life
3.2
Employees rate it well for
Compensation & Benefits35Work-Life Balance33
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