Job 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 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, providing 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 and must be based in Mexico.

Responsibilities

• Lead advance troubleshooting and provide guidance on AWS environments, ensuring optimal cloud performance and security for Mission Cloud customers through Mission’s support ticket platform

• Independently manage and resolve complex customer-facing cases related to AWS Services and leverage AWS expertise to guide customers on how to troubleshoot, make changes to, or setup AWS resources

• Act as a senior escalation point for AWS support and 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 knowledge of current AWS services

• Provide an excellent customer experience in every customer interaction

• Train and mentor junior engineers, building and iterating through existing technical documentation to further enable entry level engineers

• Participate in interview process for new team members

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

• Working knowledge of web server applications (Apache, nginx, Tomcat, IIS, or varnish) and administrating web application environments (LAMP, RoR, Java, or ASP.NET Core | Open-source web framework for .NET )

• Ability to understand and troubleshoot database issues for both RDS and NoSQL databases

• Understand how to identify problematic queries using tools such as RDS performance insights

• Ability to understand containerization solutions (infrastructure, pipelines, automation) using tools such as Docker (Dockerfiles, ECS, ECS Fargate) or Kubernetes (manifests, Helm and deployment tooling, KOPS, EKS, or Fargate)

• 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 Associate certification required and Solutions Architect - Professional Certification preferred

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