Senior Cloud Support Engineer
3 days ago
About the Job: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.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 experienceAdvocate for customers when cases are escalated to AWS and help expedite and facilitate a positive resolution of the caseLead 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 casesCollaborate with internal teams, escalate issues, and leverage available resources to deliver a positive customer experienceWork a shift schedule to provide 24x7 supportMaintain knowledge of current AWS servicesProvide an excellent customer experience in every customer interactionTrain and mentor junior engineers, building and iterating through existing technical documentation to further enable entry level engineersParticipate in interview process for new team membersRequirements:4-9 years of experienceAbility to manage AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatchExperience communicating directly with customers over phone and chat in EnglishAbility to be adaptable and think critically in customer situationsKnowledge of infrastructure and networking in AWS Services, with deep understanding of EC2 and VPCUnderstanding of networks and website management, including IT infrastructure such as DNS, VPNs, SSL, Elastic Load Balancers, and CloudFront distributionsUnderstanding of web server applications and the administration of web application environmentsWorking knowledge of web server applications (Apache, nginx, Tomcat, IIS, or varnish) and administrating web application environments (LAMP, RoR, Java, or ASP.NET Core | Open[1]source web framework for .NET )Ability to understand and troubleshoot database issues for both RDS and NoSQL databasesUnderstand how to identify problematic queries using tools such as RDS performance insightsAbility 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 documentationAbility to work a flexible schedule, including nights, weekends, and holidaysExperience working as System Administrator (Linux and Windows) preferredAWS SysOps Associate certification required and Solutions Architect - Professional Certification preferred
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