Cloud Support Engineer

About the Job :

As a Cloud Support Engineer, you will provide best-in-class customer support for all AWS Services, mirroring the way AWS Support interacts with customer environments, being the expert on the AWS services and guiding our customers on their implementations and troubleshooting. 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.

Responsibilities:

Guide Mission’s customers through complex issues and troubleshoot AWS resources through Mission’s support ticket platform.

Analyze customer-facing cases related to AWS Services and leverage AWS expertise to assist customers through troubleshooting, changing, or setting up AWS resources

Provide front-line AWS support and use judgment to 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 full knowledge of current AWS services

Act as a trusted AWS technical advisor, guiding customers on best practices, cost and security in every customer interaction

Requirements:

2–4 years of experience

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

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 Administrator - Associate Certification (required within 90 days of hire)