AWS Operations and Support Engineer

TN United Kingdom; Marlow; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an AWS Operations and Support Engineer to enhance customer experiences through effective cloud solutions. In this dynamic role, you'll manage customer support tickets, troubleshoot AWS incidents, and implement Infrastructure-as-Code practices. Join a supportive and collaborative team dedicated to operational excellence and customer satisfaction. With opportunities for professional growth and AWS certifications, this position is perfect for those passionate about making a real impact in the cloud services landscape.

Benefits

Pro-rated Paid Time-off

Flexible Working

Early Friday Finish

Company Laptop and Peripherals

Company Sabbatical Scheme

Company Events

Mental Health Champions

Qualifications

• Hands-on experience with AWS services like EC2, S3, IAM, VPC.
• Strong skills in troubleshooting across infrastructure and security.

Responsibilities

• Manage customer support tickets and ensure timely resolutions.
• Investigate incidents across AWS platforms to identify root causes.

Skills

AWS operational experience

Troubleshooting and diagnostic skills

Customer-first mindset

Basic scripting (Bash, Python, PowerShell)

Education

AWS certifications

Tools

Zendesk

Jira Service Desk

Job description

Social network you want to login/join with:

AWS Operations and Support Engineer, Marlow

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Client:

Location:

Marlow, United Kingdom

Job Category:

-

EU work permit required:

Yes

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Job Reference:

9acfe8282f4a

Job Views:

3

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

At Cloud Bridge, we transform how businesses use AWS cloud services. We specialise in Consultancy, Managed Services, Cloud Governance, FinOps, and AI/ML to unlock AWS's full potential.

Recognised as AWS's Rising Star Partner of the Year for 2023 in EMEA and 2022 in the UK&I, we’re expanding globally with new offices in Australia, South Africa, Singapore and Dubai, a strong presence in the Philippines, and our HQ in the UK.

We’ve managed hundreds of cloud migrations, architectural projects, cost optimisations, and support services for a diverse range of customers, from start-ups to public sector organisations.

As an AWS Advanced Partner, we enhance IT experiences for clients across various sectors. If you're ready to make a difference and join an exciting journey with Cloud Bridge and AWS, we want to hear from you.

We are looking for a person who can lead by example, is excellent at engaging with customers in regard to helping them solve their issues and working as a part of our team of engineers, spreading their knowledge and contributing to improve the efficiency of the company.

This is a varied, customer-facing operational role — perfect for someone with hands-on AWS experience, a proactive mindset, and a passion for operational excellence.

Role Key Objectives

• Own and manage customer support tickets via Zendesk — ensuring clear, timely communication and resolution.
• Act as Subject Matter Expert (SME) for a variety of Managed Service customers.
• Investigate and resolve incidents across AWS platforms — going beyond symptoms to identify root cause.
• Proactively monitor customer environments, identify anomalies, and take pre-emptive action to avoid issues.
• Manage routine operational tasks — patching schedules, backup jobs, and responding to security alerts.
• Conduct operational checks and audits to maintain cloud hygiene.
• Support customer onboarding and offboarding processes — ensuring operational readiness and smooth handovers.
• Implement and maintain Infrastructure-as-Code (IaC) where possible — contributing to reusable CloudFormation or Terraform templates.
• Identify and remediate security risks (e.g. misconfigurations, open ports, IAM policies) aligned to best practice frameworks (CIS benchmarks).
• Participate in customer change management processes — supporting releases, deployments, and providing clear documentation.
• Maintain and improve internal tooling for monitoring, alerting, automation, and ticket management.
• Contribute to operational documentation, SOPs, and runbooks.
• Identify opportunities to automate manual tasks or streamline processes.
• Collaborate closely with Solution Architects and Engineering teams to resolve complex technical challenges.

Technical Skills

• Solid hands-on AWS operational experience — especially EC2, S3, IAM, VPC, RDS, CloudWatch.
• Strong troubleshooting and diagnostic skills across infrastructure, networking, and security.
• Familiarity with ITSM or ticketing systems (e.g. Zendesk, Jira Service Desk).
• Basic scripting ability to automate tasks (Bash, Python, or PowerShell).
• Good understanding of AWS security best practices.

Behavioural Attributes

• Calm, methodical, and unflappable — especially when dealing with incidents or escalations.
• Clear and confident communicator — able to explain technical issues simply.
• Customer-first mindset — focused on outcomes, not just process.
• Accountable and dependable — sees tasks through to completion.
• Collaborative — works well with both technical and non-technical stakeholders.
• Curious, proactive, and continuously looking for improvements.

What’s In It For You?

• Exposure to a wide range of AWS environments, customers, and challenges.
• Opportunities for development, AWS certifications, and career growth.
• Supportive, friendly, and genuinely collaborative team culture.
• A business that values doing things properly, not just doing them fast.
• The chance to make a real impact with customers every day.

Benefits Overview

• Pro-rated Paid Time-off
• Flexible Working
• Early Friday Finish (Monthly)
• Company Laptop and Peripherals
• Company Sabbatical Schem
  
• Company Events
• Mental Health Champions

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