Cloud Engineer-3

CDW UK

Hyderabad

On-site

INR 1,200,000 - 1,800,000

Full time

14 days+

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Job summary

A leading technology solutions provider in Hyderabad is seeking a Senior Cloud Support Engineer to deliver AWS support and ensure optimal cloud performance. This role requires extensive AWS knowledge and a commitment to providing excellent customer service. You will be responsible for resolving complex issues, mentoring junior engineers, and collaborating with global teams. Ideal candidates will have strong AWS experience and customer-facing skills. This is a full-time position offering competitive benefits.

Qualifications

Ability to manage AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch.
Experience communicating directly with customers over phone and chat in English.
Deep understanding of EC2 and VPC services.

Responsibilities

Provide AWS support for Mission Cloud customers.
Lead troubleshooting and provide guidance on AWS environments.
Advocate for customers during AWS case escalations.

Skills

AWS cloud workloads management

Communicating directly with customers in English

Critical thinking in customer situations

Networking and infrastructure knowledge in AWS

Web server applications administration

Troubleshooting database issues

Understanding containerization solutions

Technical customer support processes

Working flexible schedules

System administration (Linux and Windows)

Education

AWS SysOps Associate certification

Tools

Docker

Kubernetes

Job description

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At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

Accountabilities

AWS Case Positive Resolution
Customer Guidance & Communication
AWS Technical Expertise
AWS Escalation Rate
Peer Mentoring

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 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, elevate 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

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-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.

Certification preferred

AWS SysOps Associate certification required
Solutions Architect - Professional

Acknowledgement

All parties involved have reviewed and understood these accountabilities, responsibilities, and expectations assigned to me. This is not meant to be an extensive list of all tasks and requirements. This document may be reviewed and modified as the role evolves over time.

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.

CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW’s goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice.

Seniority level