Provide front-line AWS support for Mission Cloud customers
Resolve cases in-house or follow cases through to AWS
Ensure customers feel heard and hold AWS to a high standard
Work as part of a global 24x7x365 team
Lead advanced troubleshooting and provide guidance on AWS environments
Independently manage and resolve complex customer-facing cases related to AWS Services
Act as a senior escalation point for AWS support
Collaborate with internal teams and leverage resources for customer experience
Train and mentor junior engineers

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
Ability to understand and troubleshoot database issues for both RDS and NoSQL databases
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
AWS SysOps Associate certification required and Solutions Architect
Professional Certification preferred.

Senior Cloud Support Engineer

Key skills