Cloud Support Engineer

in-house Accountabilities

• Advocate for Positive Outcomes with AWS Cases
• Customer Communication
• AWS Technical Expertise
• AWS Escalation Rate

About the Job

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

Responsibilities

• Guide Missions customers through complex issues and troubleshoot AWS resources throughMissions support ticket platform
• Analyze customer-facing cases related to AWS Services and leverage AWS expertise to assistcustomers through troubleshooting, changing, or setting up AWS resources

Cloud Support Engineer

• 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 apositive resolution of the case
• Lead root cause analysis for recurring customer issues, joining calls with customers on afrequent basis to assist in live troubleshooting and explanations of AWS services to expediteresolution of customer-submitted cases
• Collaborate with internal teams, escalate issues, and leverage available resources to deliver apositive 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 andsecurity in every customer interaction

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 ofEC2 and VPC
• Understanding of networks and website management, including IT infrastructure such asDNS, VPNs, SSL, Elastic Load Balancers, and CloudFront distributions
• Understanding of web server applications and the administration of web applicationenvironments
• 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)