Excellent customer-facing communication in English (phone and chat) and ability to work flexible shifts (nights, weekends, holidays)
Knowledge of Linux/Windows system administration and AWS service best practices
Requirements:
Provide frontline AWS support and troubleshoot AWS resources via Mission’s support platform to deliver an excellent customer experience
Analyze customer-facing AWS cases, apply AWS expertise to troubleshoot, modify, or set up AWS resources, and advocate for customers when cases are escalated to AWS
Lead root-cause analysis for recurring issues and collaborate with internal teams to expedite resolution and communicate with customers during live troubleshooting
Maintain up-to-date knowledge of current AWS services and act as a trusted technical advisor on best practices, cost, and security in customer interactions
Job description
As a Cloud Support Engineer, you will provide best-in-class customer support for all AWS Services, mirroring the way AWS Support interacts with customer environments, being the expert on the AWS services and guiding our customers on their implementations and troubleshooting. 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.
Cloud Support Engineers work four, ten-hour shifts a week or five, eight-hour shifts.
This position is 100% remote.
Responsibilities
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
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)
Benefits
Major Medical Expenses Insurance – comprehensive national coverage with emergency care abroad
Life Insurance – protection including natural and accidental death, disability, and funeral assistance
Dental Plan – preventive care, cleanings, x-rays, and preferred rates for additional treatments
Vision Plan – free annual eye exam and discounts on prescription glasses and contact lenses
Funeral Assistance Services – support available for employees and family members
Grocery Voucher – monthly allowance to support your household needs
Savings Fund – 4% employer contribution to grow your savings faster
Vacation Benefits – vacation time accrues from your first day of employment (no waiting period)
Commitment to Diversity and Inclusion
We are committed to diversity and inclusion. We value every individual’s unique story, experience, and perspective. We aim to amplify the voices of our team members and our community to create a safe, empathetic, and inclusive environment where everyone can contribute to one’s authentic self. Mission Cloud makes every effort to ensure that all employees are compensated fairly regardless of gender, ethnicity, race, or past salary history. We understand that fair compensation practices establish that diversity, fair hiring processes, and fair pay are part of who we are as a company and maintain positive employee morale. We use market data to define salary ranges for each role and regularly review compensation adjustments as needed based on salary range updates.
Mission Cloud is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Mission Cloud will consider qualified applicants with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
About Mission Cloud
Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments.
Mission Cloud’s team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.
