Key skills
AWSCloudDNSEC2LinuxRDSCloudFrontCloudWatchRemote Work
About this role
Role Overview
- Provide best-in-class customer support for all AWS Services
- Guide customers through complex issues and troubleshoot AWS resources
- Analyze customer-facing cases related to AWS Services
- Provide front-line AWS support and resolve cases in-house
- Advocate for customers when cases are escalated to AWS
- Lead root cause analysis for recurring customer issues
- Collaborate with internal teams and deliver a positive customer experience
- Maintain full knowledge of current AWS services
- Act as a trusted AWS technical advisor
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
- 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)
Tech Stack
- AWS
- Cloud
- DNS
- EC2
- Linux
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
- Remote work options