Cloud Support Engineer - Networking, AWS Support Engineering

Amazon Web Services (AWS); Estado de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Amazon Web Services Mexico S. de R.L. de C.V. is seeking a Cloud Support Engineer to act as a senior technical advisor across AWS services. You will resolve complex multi-service issues and guide customers on best practices to improve operational health and business value.

The role involves collaborating with AWS teams, writing technical content, and mentoring teammates while supporting customers in a global, follow-the-sun environment. Some travel may be required.

Qualifications

• Bachelor's degree or equivalent professional experience in a relevant technical field.
• 3+ years of technical engineering experience and experience in system administration and networking.
• Experience with troubleshooting networking issues using standard diagnostic tools.
• Experience in customer-facing technical roles and English-speaking customers.
• Experience using AI tools or AI agents in engineering work.

Responsibilities

• Resolve complex customer issues spanning multiple AWS services with structured troubleshooting.
• Advise customers on adoption and best-practice use of AWS services.
• Collaborate with engineering teams to resolve issues and share feedback to prevent recurrence.
• Create technical content and mentor teammates to uplift the team.

Skills

System administration

Networking troubleshooting

Customer-facing / advisory

English communication

Incident management

AI tools in engineering

Education

Bachelor's degree in Computer Science, Engineering, Mathematics, or equivalent

Tools

Traceroute / mtr / ping / iperf / dig/nslookup / curl

tcpdump/Wireshark

Job description

Description

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

As a Cloud Support Engineer, you will serve as a senior technical expert and principal customer advisor across the full breadth of AWS services. This role combines expert-level technical troubleshooting with strategic customer engagement — you will lead resolution of complex, multi-service issues while serving as the “voice of the customer,” crafting and executing strategies that drive adoption, operational excellence, and business value for your customers.

You will leverage deep expertise across cloud technologies to help customers succeed at scale. You will act as a Cloud Ambassador across AWS products, providing customers with strategic technical guidance, advocacy, and best-practice solutions to keep their AWS environments operationally healthy and resilient.

Key job responsibilities

• You will resolve complex customer issues that can span multiple AWS services, using structured troubleshooting and root cause analysis to deliver tailored solutions.
• You will act as a trusted technical advisor to your customers, guiding the adoption and best-practice use of services such as Amazon EC2, Amazon S3, Amazon DynamoDB, Amazon RDS, AWS Lambda, and Amazon CloudFront.
• You will work with customer technical and business stakeholders on incidents, architectural trade-offs, support strategies, and risk management.
• You will work with AWS engineering and service teams to resolve complex issues, and share customer feedback and recurring patterns to help prevent future issues.
• You will help the wider team grow by creating technical content (articles, tutorials, trainings), building tools and review methods other engineers can use, mentoring teammates, and taking part in interviews.

A day in the life

• Work with engineering and service teams to resolve a critical, multi-service customer issue and find its root cause.
• Run proactive operational health reviews using the AWS Well-Architected Framework to spot risks and recommend improvements.
• Meet with customer stakeholders to discuss trade-offs, support strategies, and long-term cloud roadmaps.
• Help customers test their response plans through game days and disaster recovery exercises.
• Write technical content, build tools, and mentor teammates to raise the bar across the organization.

We operate on a follow-the-sun model, with sites and customers around the world, so working hours and days are based on customer demand. This role is primarily Monday–Friday, with weekend work on a rotational basis (for example, Sunday–Thursday or Tuesday–Saturday). This role may require travel of up to 10% or more.

About The Team

AWS Support is a global, customer-facing organization that provides technical support and guidance to customers around the world. On this team, you will work with transformational cloud technology and support a global list of companies and developers, from innovative startups to Global 500 enterprises, as they use a growing set of AWS services to run their mission-critical applications.

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

• Experience in system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related)
• 3+ years of technical engineering experience and Bachelor's degree in Computer Science, Engineering, Mathematics, or equivalent professional experience.
• Experience troubleshooting networking issues using tools such as traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/Wireshark, or related
• Experience with the OSI model and networking protocols such as VLAN, IPsec, TCP, SSL, DNS, and BGP
• Experience in a customer-facing technical role, such as technical lead, advisor, or consultant, with English speakers
• Experience using AI tools or AI agents in engineering work

Preferred Qualifications

• Experience managing full application stacks, from the OS up through custom applications, following security best practices for network and web application firewalls
• Experience configuring and supporting network devices such as Cisco, Juniper, Fortinet, SonicWall, Check Point, or Palo Alto
• Understanding of cloud computing concepts and/or experience with any cloud platform (AWS, Azure, Google Cloud)
• Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, Go, Java, .NET (C#), JavaScript
• Knowledge of security concepts and best practices for securing application architectures from external threats
• Experience with incident management for business-critical systems in a 24x7 environment, including post-incident reviews

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company

Amazon Web Services Mexico S. de R.L. de C.V.

Job ID: A10604682