Work with Onboarding team to provide an efficient, seamless, and timely onboarding experience for customers
Communicate with external customers and internal teams throughout Customer Onboarding Deployments; provide updates and escalate issues
Generate Environment Asset Discovery worksheets and lead technical reviews of customer environments in preparation for Customer Onboarding Deployments
Be a trusted advisor for customers on AWS Best Practices for backups, patching, runbooks, and AWS account management
Be an expert on Mission tooling and train customers on usage and best practices
Deploy Terraform modules and monitoring agents for customer onboardings
Write and use knowledge base articles to further support Customer Onboarding Deployments
Find automation opportunities, leveraging scripting capabilities to further enable Customer Onboarding Deployments
Work with customers to create runbooks; guide creation process and deployment
Offboard Managed Services customers; undo tooling, communicate with customers, and create a timely and efficient experience for customers and internal teams
Work with internal teams to update processes, create documentation, or increase efficiencies

5 years of experience in technical roles, technical deployment preferred
Ability to manage AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch
Able to deploy Mission tooling, including New Relic, CrowdStrike, and others
Experience working as System Administrator (Linux and Windows)
Deep understanding of infrastructure and networking of AWS Services, principally EC2 and VPC
Ability to manage networks and websites, including the IT infrastructure such as DNS, VPNs, SSL, Elastic Load Balancers, and CloudFront distributions
Understanding of web server applications (Apache, nginx, Tomcat, IIS, or varnish) and the administration of web application environments (LAMP, RoR, Java, or ASP.NET Core | Open-source web framework for .NET)
Knowledge of technical customer support processes that included planning, coordinating, problem resolution, and documentation
Ability to work on a flexible schedule, including nights, weekends, and holidays
Strong teamwork, listening, verbal, and written communication skills, with an ability to communicate technical needs to customers, engineering and non-engineering team
Proficiency in Python, Bash, and interacting with APIs such as REST and GraphQL
Proficiency in deploying infrastructure-as-code and configuration management with Terraform and CloudFormation
Ability to work in a technical customer support role that included planning, coordinating, problem resolution, and documentation
AWS Associate Certification (required within 90 days of hire)

Onboarding Engineer

Key skills