AWS Cloud Support Engineer

AWS SUPPORT LEAD

POSITION SUMMARY

Adastra is seeking a hands-on AWS Support Lead to support and maintain customer cloud environments within our Global Managed Services team. In this role, you will investigate production issues, troubleshoot cloud infrastructure, coordinate incident resolution, and ensure customers receive timely updates and reliable operational support.

You will combine practical AWS engineering with day-to-day coordination across a distributed support team. You will take ownership of assigned issues, implement approved changes safely, maintain clear operational documentation, and work with technical specialists when additional expertise is required. This is a hands-on operational role for an experienced cloud professional who works independently, communicates effectively, and is committed to continuous learning.

Primary

Location:

Greater Toronto Area (GTA), Ontario, Canada

Work Model: Hybrid – 2 days onsite per week

Employment Type: Permanent Full-Time

RESPONSIBILITIES

AWS Operations and Incident Management

• Coordinate incident triage and service requests, assess business impact and urgency, and take ownership of assigned investigations through resolution or documented handoff
• Troubleshoot production issues using logs, metrics, monitoring tools, and relevant diagnostic information
• Escalate issues to the appropriate technical specialists with clear evidence, findings, and recommended next steps
• Support approved production changes, hotfixes, and environment promotions using established Git workflows and change controls
• Validate changes, follow rollback procedures, maintain accurate records, and contribute to incident reviews and improvements that prevent recurring issues
• Maintain clear handoffs across distributed teams, documenting the current impact, actions taken, next steps, and accountable owners

Hands-On AWS Cloud Operations

• Operate and troubleshoot AWS environments across identity and access management, networking, compute, storage, security, monitoring, backup, and data services
• Support AWS Organizations, Control Tower, IAM, and IAM Identity Center, including single sign-on (SSO), multi-factor authentication (MFA), permission sets, and production access
• Support Amazon EC2, including Windows and SQL Server workloads, Amazon S3, Amazon EBS, AWS Systems Manager, AWS Lambda, Step Functions, Event Bridge, Cloud Watch, Cloud Trail, and Security Hub
• Assess operational risks, security posture, backup approaches, cost considerations, and production readiness, and recommend practical improvements

Infrastructure as Code, Automation and Monitoring

• Support existing infrastructure configurations and reviewed deployment workflows, developing proficiency in Terraform or equivalent tools with guidance from designated specialists
• Automate operational tasks using Python, Power Shell, or Bash
• Configure and improve monitoring using Datadog, Amazon Cloud Watch, or equivalent tools, including dashboards, alerts, log pipelines, and certificate tracking
• Support integrations between monitoring and incident management tools, including Pager Duty and Service Now
• Improve operational runbooks, monitoring coverage, and alert quality to reduce recurring incidents and manual effort

Cloud Data Platform Support

• Conduct initial investigations of data pipelines and scheduled jobs by reviewing execution status, logs, access failures, and dependencies
• Use SQL fundamentals to validate data and investigate operational symptoms within approved access
• Distinguish between infrastructure, access, pipeline, and data-related issues, engaging the appropriate specialists for further investigation

Team and Customer Coordination

• Coordinate support priorities, issue ownership, and escalation paths across a distributed support team
• Keep…