Job Description

Hello Visionary!
We know that the only way a business thrive is if our people are growing. That's why we always put our people first. Our global, diverse team would be happy to support you and challenge you to grow in new ways. Who knows where our shared journey will take you?
We are looking for AWS L2 Support Engineer (Remote, On-Call Duties) .
This will be Remote work.
Timings- 6.30 PM to 3.30 AM(IST)
We are seeking a highly motivated and technically skilled Support Engineer (L2/L3) to join our dynamic team providing world-class support for our financial application hosted in AWS and data analytics. The ideal candidate will have strong troubleshooting skills, experience with various AWS services and the ability to assist stakeholders in resolving technical issues effectively.
You'll make a difference by having key responsibilities as mentioned below.

• Advanced Troubleshooting: Diagnose and resolve complex issues related to AWS services (e.g., EC2, S3, RDS, Secrets manager, System manager , Log watch IAM misconfigurations).

• Incident Management: Provide L1/L2 support by monitoring, triaging, and resolving customer issues related to the platform

• Customer Interaction: Communicate with stockholders through email, incident management tool and phone to understand and address their concerns, ensuring excellent customer satisfaction.

• Escalation: Collaborate with development team and engineering for unresolved issues, ensuring a smooth handoff with detailed issue documentation

• Documentation: Create and update knowledge base articles, FAQs, and customer-facing documentation based on resolved issues.

- Maintain detailed records of customer interactions and issue resolutions in the ticketing system

• System Monitoring and Maintenance:

- Proactively monitor environments for alerts and potential issues.
- Perform routine health checks and provide recommendations for optimizationProviding timely status to the customers & management.
Required Skills and Qualifications:
Technical Skills:

• Strong understanding of various AWS services like EC2, RDS , Open Search Service , S3 , RDS failures, Secrets manager , System manager , log watch IAM .. etc

• Experience with Linux and basic commanding and shell scripting.

• Basic knowledge of networking fundamentals (e.g., DNS, IP routing, firewalls).

• Exposure to monitoring tools (e.g., Prometheus, Grafana) and logging systems (ELK).

• Knowledge of database systems with basic sql scripting.

• Excellent verbal and written communication skills for clear and professional interaction with stakeholders.

• Strong analytical and problem-solving abilities.

• Ability to prioritize and manage multiple support tickets efficiently.

• Customer-focused mindset with a dedication to providing timely and effective support.

You'll win us over by:

• Holding a graduate B.Tech/B.E. in Information Technology, Computers. 3+ years in a technical support or operations role on AWS hosted applications.

• Experience in finance domain is highly preferred.

• AWS Certified Cloud Practitioner and AWS Certified Solutions Architect - Associate is plus.

Remote Work Requirements:

• Must have a reliable internet connection and a dedicated workspace to support uninterrupted work.

• Be available during core business hours and flexible for after-hours meetings if required.

• Must perform remote duties while residing in the same city as the company's base location.

On-Call Expectations:

• Participate in a weekly rotational on-call schedule (e.g., 1 week on-call every 2 weeks).

• Respond to critical incidents within 15 minutes of notification.

• Work closely with the team to ensure smooth handovers after the on-call period

Create a better #TomorrowWithUs!
This role, based in Pune, is an individual contributor position. You may be required to visit other locations within India and internationally. In return, you'll have the opportunity to work with teams shaping the future.
At Siemens, we are a collection of over 312,000 minds building the future, one day at a time, worldwide. We are dedicated to equality and welcome applications that reflect the diversity of
the communities we serve. All employment decisions at Siemens are based on qualifications, merit, and business need.
Bring your curiosity and imagination, and help us shape tomorrow
Find out more about Siemens careers at: www.siemens.com/careers