Senior Engineer, AWS Intelligent Support at AHEAD

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation. At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.  We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.  We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.  We are seeking a versatile Tier 2/3 AWS Engineer to join our Partner-Led Enterprise Support team. You will act as the primary technical escalation point for a broad range of AWS customers, handling high-severity incidents, complex architectural reviews, and proactive optimization across the full AWS service portfolio. This role requires deep, practical expertise in multiple AWS domains and the ability to deliver rapid, high-quality outcomes under pressure. Key Responsibilities: • Incident & Problem Management • Lead triage, diagnosis, and resolution of critical (P1/P2) incidents across the AWS ecosystem. • Perform root cause analysis (RCA) and deliver customer-facing post-mortem reports with actionable prevention plans. • Coordinate with Technical Account Managers (TAMs), Service Teams, and customer stakeholders during live outages. • Advanced Troubleshooting (Broad AWS Coverage) • Compute: EC2 (AMI baking, Spot, Graviton), Lambda (concurrency, VPC), ECS/EKS (Fargate, Karpenter), Batch, Outposts. • Storage: S3 (lifecycle, replication, Event Notifications), EBS (io2 Block Express, snapshots), EFS, FSx (ONTAP, Lustre), Storage Gateway, Backup. • Database: RDS (Aurora, Multi-AZ, read replicas), DynamoDB (GSI, DAX, Streams), DocumentDB, Neptune, ElastiCache (Redis/Memcached). • Networking & Content Delivery: VPC (peering, TGW, Network Firewall), Direct Connect, Site-to-Site VPN, Route 53 (health checks, latency routing), CloudFront, Global Accelerator, API Gateway. • Security, Identity & Compliance: IAM (policies, SCPs, permissions boundaries), KMS, Secrets Manager, Security Hub, GuardDuty, Macie, Certificate Manager, WAF, Shield. • Management & Governance: AWS Organizations, Control Tower, CloudTrail, Config, Trusted Advisor, Service Quotas, License Manager. • Analytics: Athena, Redshift, EMR, Kinesis (Data Streams, Firehose), MSK, QuickSight, OpenSearch Service. • AI/ML & Serverless: SageMaker, Bedrock, Rekognition, Comprehend, AppFlow, Step Functions, EventBridge. • Developer Tools: CodeCommit, CodeBuild, CodePipeline, CodeDeploy, Cloud9, X-Ray. • Team Leadership & Knowledge Sharing • Mentor junior engineers and maintain internal knowledge base. • Contribute to internal tooling (custom dashboards, alerting, automation). Required Qualifications • Technical Depth • 8+ years hands-on experience designing, operating, and troubleshooting production workloads on AWS. • AWS Professional-level certification (Solutions Architect Pro or DevOps Engineer Pro) + at least one Specialty (e.g., Security, Networking, Data Analytics, ML). • Broad, practical knowledge across compute, storage, database, networking, security, and management tools (see domains above). • Proficiency in Infrastructure as Code (CloudFormation, CDK, or Terraform). • Strong scripting: Python (boto3) and shell scripting; experience with automation • Incident Response • Proven ability to resolve critical incidents in large-scale environments (include SLA metrics). • Familiar with ITIL-style problem management and blameless post-mortems. • Communication • Ability to explain complex technical issues to both engineers and C-level executives. • Excellent written technical documentation skills. Why AHEAD: Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning. USA Employment Benefits include:  - Medical, Dental, and Vision Insurance  - 401(k)  - Paid company holidays  - Paid time off  - Paid parental and caregiver leave  - Plus more! See benefits [Upgrade to PRO to see link] for additional details.  The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.