Maintain and improve AWS production infrastructure, infrastructure-as-code, CI/CD pipelines, monitoring, observability, and security controls. Participate in on-call support, troubleshoot incidents, track SLOs and cloud costs, write post-incident reports and runbooks, and collaborate with engineering teams on reliable feature delivery. Support SOC 2 compliance, access controls, encryption, audit logging, vulnerability management, and AI workloads on Amazon Bedrock.

Provides SaaS product support through email, phone, and Zoom; troubleshoots technical, data-file, and network issues; manages escalations and SLA-based billing decisions; identifies support trends using Zendesk; improves workflows, documentation, automation, and knowledge resources; gathers structured product feedback; and participates in an after-hours on-call rotation.