Manav Gupta
Cloud Support Engineer 2
New Delhi
Summary
Customer-obsessed Cloud professional with close to 5 years of experience at AWS, delivering technical guidance, solving
complex infrastructure issues, and driving strategic customer outcomes. Proven success in leading global initiatives,
mentoring technical teams, and enhancing service quality across Compute domain. Skilled in
stakeholder management, proactive support, and solution optimization.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Cloud Support Engineer 2
Amazon Web Services
10.2023 - Current
- Was the lead SME in a Global PLM program, driving strategic process enhancements and targeted technical enablement - resulting in a 21% reduction in EC2 Image Builder support cases raised by customers.
- Led 40+ Technical Interviews for CSA and CSE role along with authoring L4/L5 Hiring Tech Calibration Guide for Compute Domain, contributing to team scalability.
- Mentored 30+ engineers and interns across day/night shifts while assisting in the establishment of a new operational site, resulting in successful launch and sustainable 24/7 operations.
Cloud Support Engineer 1
Amazon Web Services
08.2020 - 09.2023
- Provided architectural guidance on AWS Compute services to a diverse AWS customer base, effectively diagnosing and resolving 1200+ Support cases— driving long-term customer success under high-pressure scenarios.
- Recognized and inducted as Subject Matter Expert (SME) for AWS EC2 and EC2 Image Builder services, providing technical leadership and architectural guidance across enterprise-wide initiatives
- Acted as on-call for EC2 and Image Builder escalation queues, handling over 190+ escalated cases with speed and precision.
- Engaged with AWS Enterprise customers through technical sessions, sharing tailored solutions.
- Expanded technical expertise across multiple AWS cross domains (CloudFormation, Elastic Beanstalk) to strengthen team capabilities and maintain service excellence during peak customer demand.
- Authored 4 Internal and External Knowledge Articles discussing workarounds for commonly faced issues in AWS EC2 Image Builder.
- Served as the VOTE Team Lead during the year 2022, acting as a liaison between ICs and the Leadership
Cloud Support Intern
Amazon Web Services
01.2020 - 07.2020
- Built an SSM Automation that diagnoses common boot issues for an EC2 instance by analyzing system logs and provides recommended remediation steps.
Education
B.Tech -
Maharaja Agrasen Institute of Technology
Delhi, India 04.2001 -
Skills
Linux administration
Network troubleshooting
Customer Support
Customer Enablement
Escalation Handling
Strategic Support
Quality Champion
Accomplishments
- Inducted as Subject Matter Expert in EC2 and EC2 Image Builder services.
- Received below Reward and Recognition :-
Mentor of the Quarter. [Q1, 2022]
Circle of Excellence. [Q1, 2022]
Circle of Excellence. [Q3, 2022]
Circle of Excellence. [Q4, 2022]
All Rounder. [Q1, 2023]
Certification
AWS Certified Solutions Architect Associate (Recertified)
Timeline
AWS Certified Solutions Architect Associate (Recertified)
03-2025
Cloud Support Engineer 2
Amazon Web Services
10.2023 - Current
Cloud Support Engineer 1
Amazon Web Services
08.2020 - 09.2023
Cloud Support Intern
Amazon Web Services
01.2020 - 07.2020
B.Tech -
Maharaja Agrasen Institute of Technology
04.2001 -
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