About The Job As a Service Desk Engineer, you will be part of a multicultural 24x7x365 Cloud Operations team, you will provide best-in-class customer support for AWS Cloud Infrastructure. Your role will be to handle incidents caught by monitoring tools and seeing them through to resolution in a timely manner. Service Desk Engineers work four, ten-hour shifts a week or five, eight-hour shifts a week. This position is 100% remote that sits in India. Responsibilities Incident Management Triage and manage service desk tickets efficiently Assess and respond to alerts, incidents, and customer requests promptly Provide first-call resolution for reported issues and alerts Escalate complex issues to Cloud Operations Architects Customer Success Deliver exceptional support, meeting or exceeding Service Level Agreements Manage customer expectations and act as their advocate Handle confidential customer information and environments with the utmost care Contribute to customer satisfaction, retention, and overall success Technical Operations Administer monitoring systems, such as New Relic, CrowdStrike, and BigPanda Perform routine tasks such as access management, application restarts, and instance resizing Provision new AWS infrastructure per customer requests Follow the change management process for customer changes Manage backups and patching for customer environments Maintain comprehensive documentation for all support activities Continuous Improvement Stay updated on AWS services and best practices Contribute to the development of internal knowledge-bases and run-books Participate in post-incident reviews and implement lessons learned Requirements Experience managing AWS cloud workloads, particularly EC2, RDS, VPC, and CloudWatch Foundational Linux and Windows system administration skills Excellent problem-solving abilities and customer service orientation Ability to work a flexible schedule including nights, weekends, and holidays AWS Associate Certification (required within 90 days of hire) Excellent written and verbal communication skills in English Placement within the range is determined by a variety of factors, including but not limited to knowledge, skills, and ability as evaluated during the interview process. Use of Artificial Intelligence (AI) Our company leverages Artificial Intelligence (AI) as a tool to enhance and streamline various aspects of the hiring process. By submitting your application, you acknowledge and consent to the use of AI technologies in activities such as resume screening, interview scheduling, note taking and other administrative functions. Please note that all hiring decisions are made by human reviewers in compliance with applicable laws and best practices. 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.
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.