Cloud Support Engineer

📋 Description

• • As a Cloud Support Engineer at CDW Corporation, you will be at the forefront of delivering exceptional customer support for a wide array of AWS Services. Your role will be instrumental in mirroring the high standards set by AWS Support, acting as a subject matter expert and guiding our valued customers through their AWS implementations and complex troubleshooting scenarios.
• • You will be responsible for analyzing customer-facing cases related to AWS Services, leveraging your deep technical expertise to assist customers with troubleshooting, configuration changes, and the setup of AWS resources. This involves providing front-line support, making informed judgments to resolve issues internally whenever possible, thereby ensuring an outstanding customer experience and minimizing resolution times.
• • A critical aspect of your role will involve advocating for customers when their cases require escalation to AWS. You will actively work to expedite these processes and facilitate positive, timely resolutions, ensuring that customer concerns are addressed effectively.
• • You will take the lead in conducting root cause analyses for recurring customer issues. This proactive approach will involve frequent participation in calls with customers to provide live troubleshooting assistance and clear explanations of AWS services, all aimed at accelerating the resolution of submitted cases.
• • Collaboration will be key; you will work closely with internal teams, escalate issues as needed, and strategically leverage available resources to consistently deliver a positive customer experience. Your ability to communicate effectively across different stakeholders will be vital.
• • To ensure comprehensive coverage, you will work a shift schedule designed to provide 24x7 support, demonstrating a commitment to meeting customer needs around the clock. This may involve working four, ten-hour shifts or five, eight-hour shifts per week, offering flexibility in scheduling.
• • Maintaining a comprehensive and up-to-date knowledge of current AWS services is paramount. You will be expected to stay abreast of new features, updates, and best practices within the AWS ecosystem.
• • In every customer interaction, you will act as a trusted technical advisor, offering guidance on AWS best practices, cost optimization strategies, and security considerations. Your insights will help customers maximize their use of AWS services.
• • This position is fully remote and requires you to be based in Mexico, offering the flexibility of working from home while contributing to a global team.
• • You will be expected to manage AWS cloud workloads, with a particular focus on core services such as EC2, RDS, VPC, and CloudWatch. Your proficiency in these areas will be essential for effective customer support.
• • Your responsibilities will extend to understanding and troubleshooting infrastructure and networking within AWS Services, with a deep dive into EC2 and VPC configurations. This includes a solid grasp of networking concepts and website management, encompassing IT infrastructure elements like DNS, VPNs, SSL, Elastic Load Balancers, and CloudFront distributions.
• • A foundational understanding of web server applications and the administration of web application environments will be necessary to address a broad range of customer inquiries.
• • You will apply your knowledge of technical customer support processes, including planning, coordinating efforts, problem resolution, and meticulous documentation, to ensure efficient and effective service delivery.
• • Your adaptability and critical thinking skills will be crucial when navigating complex customer situations and providing timely solutions.
• • You will be expected to communicate directly with customers via phone and chat in English, ensuring clear and professional interactions.
• • While not strictly required, experience working as a System Administrator (Linux and Windows) is preferred, as it can provide valuable context for troubleshooting customer environments.
• • Achieving the AWS SysOps Administrator - Associate Certification within 90 days of hire is a mandatory requirement for this role, demonstrating your commitment to professional development and AWS expertise.