Senior Cloud Support Engineer

About the Job :

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 global 24x7x365 team.

Responsibilities :

Lead advance 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 setup 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, escalate issues, and leverage 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 team members

Requirements :

4-9 years of experience

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 (LAMP, RoR, Java, or ASP.NET Core | Open[1]source web framework for .NET )

Ability to understand and troubleshoot database issues for both RDS and NoSQL databases

Understand how to identify problematic queries using tools such as RDS performance insights

Ability to understand containerization solutions (infrastructure, pipelines, automation) using tools such as Docker (Dockerfiles, ECS, ECS Fargate) or Kubernetes (manifests, Helm and deployment tooling, KOPS, EKS, or Fargate)

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 Associate certification required and Solutions Architect - Professional Certification preferred