ALOYSIUS DE KLERK
Escalation Engineer
Cape Town
Summary
Escalation Engineer at Amazon Web Services (AWS) specializing in managing critical customer escalations and driving complex incidents toward resolution across global service teams. Experienced in coordinating cross-functional stakeholders including Support Engineering, Enterprise Support, Solutions Architects, and AWS service teams to restore customer operations and improve overall customer experience. Known for strong ownership, calm execution under pressure, and clear communication with both technical and executive audiences.
Overview
15
15
years of professional experience
7
7
Certifications
Work History
Escalation Engineer – Enhanced Support Services (ES2)
Amazon Web Services (AWS)
Cape Town
01.2026 - Current
- Drive resolution of high-severity and executive customer escalations across AWS services.
- Coordinate Support Engineering, Service Teams, Enterprise Support, Technical Account Managers, and Solutions Architects.
- Act as primary customer advocate during critical incidents.
- Facilitate incident coordination bridges aligning teams toward path-to-green.
- Provide structured updates for executive-level escalations.
- Improve SOPs and internal knowledge documentation.
- Identify automation and operational improvement opportunities.
Cloud Support Associate – EC2 (Linux)
Amazon Web Services (AWS)
Cape Town
04.2025 - Current
- Supported customers running production workloads on AWS EC2 Linux environments.
- Collaborated with AWS engineering and service teams on complex service behavior issues.
- Managed communications during high-priority incidents.
- Implemented proactive measures to anticipate potential customer issues, reducing the need for reactive support interventions.
Technical Customer Service Associate
Amazon Web Services (AWS)
Port Elizabeth
05.2023 - 04.2025
- Resolved customer technical and operational issues.
- Supported escalation handling and stakeholder coordination.
- Led internal communication initiatives and newsletters.
- Contributed to SOP and workflow improvements.
Owner
Ubuntu Online Web Design & Hosting
Port Elizabeth
01.2011 - 01.2024
- Designed and deployed websites and hosting solutions for small businesses.
- Managed SEO, hosting operations, and client relationships.
- Oversaw full business operations and project delivery.
Education
Bachelor of Arts - Psychology
University Of South Africa
Port Elizabeth 04.2001 -
Skills
- Critical Incident & Escalation Management
- Customer engagement
- Interdepartmental collaboration
- Understanding of AWS offerings
- Operational Excellence
Websites
Certification
AWS Solutions Architect – Associate
Timeline
Escalation Engineer – Enhanced Support Services (ES2)
Amazon Web Services (AWS)
01.2026 - Current
Cloud Support Associate – EC2 (Linux)
Amazon Web Services (AWS)
04.2025 - Current
Technical Customer Service Associate
Amazon Web Services (AWS)
05.2023 - 04.2025
Owner
Ubuntu Online Web Design & Hosting
01.2011 - 01.2024
Bachelor of Arts - Psychology
University Of South Africa
04.2001 -