Join to apply for the AWS Cloud Support Engineer [Mexico] role at Mission, a CDW Company
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 integral 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 Mexico.
Responsibilities
- Lead advanced 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 set up 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, escalates issues, and leverages 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
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