Cloud Support Engineer

Madison-Davis; Chicago (IL); On-site; USD 90,000 - 130,000; Full time

Job summary

Madison-Davis, LLC is seeking an AWS Cloud Support Engineer to manage production AWS environments, respond to incidents, and improve monitoring and documentation for customers. This hands-on role emphasizes troubleshooting, on-call coverage, and collaboration with engineering teams to drive operational improvements.

The ideal candidate has AWS certifications and experience with multi-account environments, IaC tooling, and strong communication skills to clearly document root causes and

Qualifications

• Hands-on experience supporting production AWS environments.
• Experience with multi-account AWS environments.
• Familiarity with incident response and SLA-driven support.
• Strong communication and documentation skills.
• Availability for after-hours on-call rotation.

Responsibilities

• Respond to AWS infrastructure incidents, monitoring alerts, and customer tickets.
• Investigate and troubleshoot production issues involving compute, networking, databases, storage, and identity services.
• Follow established incident management procedures, runbooks, and escalation processes.
• Maintain AWS infrastructure through Infrastructure as Code tooling.
• Monitor operational health using Datadog, CloudWatch, and related alerting tools.
• Communicate incident status and resolution progress to customers and stakeholders.
• Document technical incidents, root causes, remediation, and preventative recommendations.
• Participate in after-hours support coverage and collaborate with engineering teams on operational improvements.

Skills

AWS troubleshooting

Multi-account AWS

Incident response

SLA-driven support

Documentation

On-call availability

Tools

Terraform

Datadog

CloudWatch

OpenTofu

CloudFormation

ECS

EKS

CrowdStrike Falcon

Job description

A cloud consulting and managed-services organization is seeking an AWS Cloud Support Engineer to support production infrastructure environments and maintain reliable cloud operations for its customers. The engineer will respond to monitoring alerts, troubleshoot infrastructure incidents, participate in operational support, and help improve monitoring, documentation, and preventative processes. This is a hands-on position suited to someone who enjoys production troubleshooting and customer-focused technical support.

RESPONSIBILITIES

• Respond to AWS infrastructure incidents, monitoring alerts, and customer tickets.
• Investigate and troubleshoot production issues involving compute, networking, databases, storage, and identity services.
• Follow established incident management procedures, runbooks, and escalation processes.
• Maintain AWS infrastructure through Infrastructure as Code tooling.
• Monitor operational health using Datadog, CloudWatch, and related alerting tools.
• Communicate incident status and resolution progress to customers and stakeholders.
• Document technical incidents, root causes, remediation, and preventative recommendations.
• Participate in after-hours support coverage and collaborate with engineering teams on operational improvements.

Role Requirements

• Current AWS certification, ideally Solutions Architect Associate or Professional.
• Hands‑on experience supporting production AWS environments.
• Infrastructure as Code experience, particularly Terraform.
• Knowledge of AWS compute, storage, networking, databases, and IAM.
• Experience supporting multi‑account AWS environments.
• Production incident response, infrastructure troubleshooting, and SLA‑driven support experience.
• Familiarity with infrastructure monitoring and alerting platforms.
• Strong communication, problem‑solving, and documentation skills.
• Ability to work independently during technical incidents and escalate appropriately.
• Availability for the Chicago onboarding schedule and on‑call rotation.

PREFERRED EXPERIENCE

• Datadog administration and configuration.
• CrowdStrike Falcon or security operations experience.
• Additional AWS certifications.
• OpenTofu, CloudFormation, ECS, or EKS.
• AWS security services, FinOps, or NOC experience.