Senior Cloud Support Engineer

Mission; Ciudad de México; A distancia; USD 60,000 - 90,000; Jornada completa

Descripción de la vacante

A leading company is seeking a Senior Cloud Support Engineer to provide front-line AWS support, ensuring customer satisfaction through effective troubleshooting and resolutions. This completely remote role requires expertise in AWS services, particularly in managing workloads and troubleshooting issues, while also mentoring junior staff.

Formación

• Experience managing AWS workloads, especially EC2, RDS, VPC.
• Ability to adapt and think critically in customer situations.
• Experience as a System Administrator (Linux and Windows) preferred.

Responsabilidades

• Lead advanced troubleshooting and provide guidance on AWS environments.
• Manage and resolve complex customer-facing cases related to AWS Services.
• Mentor junior engineers and maintain technical documentation.

Conocimientos

AWS workload management

Critical thinking

Customer communication

Networking knowledge

Troubleshooting

Educación

AWS SysOps Associate certification

Solutions Architect - Professional certification

Experience as a System Administrator

Herramientas

EC2

RDS

VPC

CloudWatch

Apache

nginx

Docker

Descripción del empleo

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, ensuring 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.

Senior Cloud Support Engineers work four ten-hour shifts a week or five eight-hour shifts.

This position is 100% remote.

Responsibilities

• Lead advanced troubleshooting and provide guidance on AWS environments, ensuring optimal cloud performance and security for Mission Cloud customers through Mission’s support ticket platform.
• Manage and resolve complex customer-facing cases related to AWS Services, leveraging AWS expertise to guide customers on troubleshooting, modifications, or setup of AWS resources.
• Act as a senior escalation point for AWS support and resolve cases in-house to ensure excellent customer experience.
• Advocate for customers when cases are escalated to AWS, helping to expedite and facilitate positive resolutions.
• Lead root cause analysis for recurring issues, join calls with customers for live troubleshooting, and explain AWS services to expedite case resolution.
• Collaborate with internal teams, escalate issues, and use available resources to deliver positive customer outcomes.
• Work a shift schedule to provide 24x7 support.
• Maintain current knowledge of AWS services.
• Ensure an excellent customer experience in every interaction.
• Train and mentor junior engineers, update technical documentation, and enable entry-level engineers.
• Participate in interviews for new team members.

Requirements

• Experience managing AWS workloads, especially EC2, RDS, VPC, and CloudWatch.
• Experience communicating with customers via phone and chat in English.
• Ability to adapt and think critically in customer situations.
• Knowledge of AWS infrastructure and networking, especially EC2 and VPC.
• Understanding of networks and website management, including DNS, VPNs, SSL, Elastic Load Balancers, and CloudFront.
• Knowledge of web server applications and web environment administration.
• Working knowledge of web servers (Apache, nginx, Tomcat, IIS, Varnish) and web application environments (LAMP, RoR, Java, ASP.NET Core).
• Ability to troubleshoot database issues for RDS and NoSQL databases.
• Ability to identify problematic queries using tools like RDS performance insights.
• Understanding containerization solutions such as Docker, ECS, EKS, Fargate, and Kubernetes.
• Knowledge of support processes including planning, problem resolution, and documentation.
• Ability to work flexible hours, including nights, weekends, and holidays.
• Experience as a System Administrator (Linux and Windows) is preferred.
• AWS SysOps Associate certification is required; Solutions Architect - Professional is preferred.

Commitment to Diversity and Inclusion

We value diversity and inclusion, aiming to create a safe and inclusive environment for all employees. We ensure fair compensation regardless of gender, ethnicity, race, or past salary, using market data for salary ranges and regularly reviewing compensation.

Mission Cloud is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. We consider qualified applicants with criminal histories in accordance with local laws.

About Mission Cloud

Mission Cloud is an AWS Premier Consulting Partner and MSP, helping clients architect, migrate, manage, and optimize their cloud environments with a team of AWS Certified professionals.