Cloud Support Engineer

Description 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.

As a Cloud Support Engineer, you will provide best-in-class customer support for all AWS Services, mirroring the way AWS Support interacts with customer environments, being the expert on the AWS services and guiding our customers on their implementations and troubleshooting. 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.

Cloud Support

Engineers work four, ten-hour shifts a week or five, eight-hour shifts.

This position is 100% remote and must be based in Mexico.

Responsibilities Guide Mission’s customers through complex issues and troubleshoot AWS resources through Mission’s support ticket platform

Analyze customer-facing cases related to AWS Services and leverage AWS expertise to assist customers through troubleshooting, changing, or setting up AWS resources

Provide front-line AWS support and use judgment to 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, escalate issues, and leverage available resources to deliver a positive customer experience

Work a shift schedule to provide 24x7 support

Maintain full knowledge of current AWS services Act as a trusted AWS technical advisor, guiding customers on best practices, cost and security in every customer interaction

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

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

AWS SysOps Administrator - Associate Certification (required within 90 days of hire)

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.