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

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)

Cloud Support Engineer

Key skills