Senior AWS Cloud Support Engineer - Remote (Mexico)

Mission, a CDW Company; México; On-site; MXN 919,794 - 1,287,711; Full time

Job summary

A cloud services provider is seeking an experienced AWS Cloud Support Engineer to provide front-line support for AWS customers from Mexico. The candidate will manage support cases, ensure customer satisfaction, and work closely with AWS. The role offers the flexibility of remote work and requires critical problem-solving skills and AWS knowledge. Candidates must hold AWS SysOps Associate certification.

Qualifications

• Manage AWS workloads, especially EC2, RDS, VPC, and CloudWatch.
• Communicate with customers over phone and chat in English.
• Adapt and think critically in customer situations.
• Deep knowledge of EC2, VPC, and networking in AWS.
• Understand DNS, VPNs, SSL, Elastic Load Balancers, and CloudFront.
• Administer web application environments (LAMP, RoR, etc.).
• Troubleshoot database issues for RDS and NoSQL.
• Identify problematic queries using RDS performance insights.
• Understand containerization solutions (Docker, Kubernetes).
• Knowledge of technical support processes (planning, resolution, documentation).
• Work a flexible schedule, including nights and weekends.
• System Administrator experience (Linux and Windows) preferred.

Responsibilities

• Lead troubleshooting and provide guidance on AWS environments.
• Manage complex customer cases related to AWS Services.
• Act as an escalation point for AWS support.
• Advocate for customers when cases escalate to AWS.
• Lead root-cause analysis for recurring issues.
• Collaborate with internal teams to deliver positive experiences.
• Work a shift schedule to provide 24x7 support.
• Train and mentor junior engineers.

Skills

AWS cloud workloads management (EC2, RDS, VPC, CloudWatch)

Customer communication (English)

Critical thinking

Infrastructure and networking knowledge

Web server applications (Apache, nginx, etc.)

Database troubleshooting (RDS, NoSQL)

Containerization knowledge (Docker, Kubernetes)

Technical support processes understanding

Flexible work schedule

System Administration experience (Linux/Windows)

Education

AWS SysOps Associate certification

Solutions Architect – Professional Certification

Job description

A cloud services provider is seeking an experienced AWS Cloud Support Engineer to provide front-line support for AWS customers from Mexico. The candidate will manage support cases, ensure customer satisfaction, and work closely with AWS. The role offers the flexibility of remote work and requires critical problem-solving skills and AWS knowledge. Candidates must hold AWS SysOps Associate certification.