As a Senior Cloud Support Engineer you will provide front-line AWS support for Mission Cloud customers. You will work to resolve cases in-house or follow cases through to AWS, providing an excellent customer experience and preventing delays in resolution of AWS support cases. You will ensure customers feel heard and hold AWS to a high standard while working as part of a global 24x7x365 team.Senior Cloud Support Engineers work four ten hour shifts a week or five eight hour shifts.This position is 100% remote based in India.
Responsibilities
- Lead advance troubleshooting and provide guidance on AWS environments, ensuring optimal cloud performance and security for Mission Cloud customers through Mission’s support ticket platform
- Independently manage and resolve complex customer-facing cases related to AWS Services and leverage AWS expertise to guide customers on how to troubleshoot, make changes to, or setup AWS resources
- Act as a senior escalation point for AWS support and resolve cases in house, where possible, to provide an excellent customer experience
- Advocate for customers when cases are escalated to AWS and help expedite and facilitate a positive resolution of the case
- Lead root cause analysis for recurring customer issues, joining calls with customers on a frequent basis to assist in live troubleshooting and explanations of AWS services to expedite resolution of customer-submitted cases
- Collaborate with internal teams, escalate issues, and leverage available resources to deliver a positive customer experience
- Work a shift schedule to provide 24x7 support
- Maintain knowledge of current AWS services
- Provide an excellent customer experience in every customer interaction
- Train and mentor junior engineers, building and iterating through existing technical documentation to further enable entry level engineers
- Participate in interview process for new team members
Requirements
- Ability to manage AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch
- Experience communicating directly with customers over phone and chat in English
- Ability to be adaptable and think critically in customer situations
- Knowledge of infrastructure and networking in AWS Services, with deep understanding of EC2 and VPC
- Understanding of networks and website management, including IT infrastructure such as DNS, VPNs, SSL, Elastic Load Balancers, and CloudFront distributions
- Understanding of web server applications and the administration of web application environments
- Working knowledge of web server applications (Apache, nginx, Tomcat, IIS, or varnish) and administrating web application environments (LAMP, RoR, Java, or ASP.NET Core | Open-source web framework for .NET )
- Ability to understand and troubleshoot database issues for both RDS and NoSQL databases
- Understand how to identify problematic queries using tools such as RDS performance insights
- Ability to understand containerization solutions (infrastructure, pipelines, automation) using tools such as Docker (Dockerfiles, ECS, ECS Fargate) or Kubernetes (manifests, Helm and deployment tooling, KOPS, EKS, or Fargate)
- Knowledge of technical customer support processes that include planning, coordinating, problem resolution, and documentation
- Ability to work a flexible schedule, including nights, weekends, and holidays
- Experience working as System Administrator (Linux and Windows) preferred
- AWS SysOps Associate certification required and Solutions Architect - Professional Certification preferred
Commitment to Diversity and Inclusion
We are committed to diversity and inclusion. We value every individual’s unique story, experience, and perspective. We aim to amplify the voices of our team members and our community to create a safe, empathetic, and inclusive environment where everyone can contribute to one’s authentic self. Mission Cloud makes every effort to ensure that all employees are compensated fairly regardless of gender, ethnicity, race, or past salary history. We understand that fair compensation practices establish that diversity, fair hiring processes, and fair pay are part of who we are as a company and maintain positive employee morale. We use market data to define salary ranges for each role and regularly review compensation adjustments as needed based on salary range updates.Mission Cloud is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Mission Cloud will consider qualified applicants with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
About Mission Cloud
Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments.Mission Cloud’s team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.
