CDW is looking for a Cloud Support Engineer to deliver expert customer support for all AWS Services. You will act as a trusted technical advisor, mirroring AWS Support interactions by resolving cases in-house or escalating them effectively.
What You'll Do
- Guide customers through complex technical issues and troubleshoot AWS resources via a support ticket platform.
- Analyze customer-facing cases, leveraging deep AWS expertise to provide resolutions and an excellent customer experience.
- Advocate for customers when cases are escalated to AWS to expedite positive resolutions.
- Lead root cause analysis for recurring issues and join customer calls for live troubleshooting.
- Collaborate with internal teams, escalate issues, and leverage resources to deliver a superior customer experience.
- Work a flexible shift schedule to provide 24x7 support.
- Maintain comprehensive knowledge of current AWS services and act as a trusted advisor on best practices, cost, and security.
What We're Looking For
- Ability to manage AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch.
- Experience communicating directly with customers over phone and chat in English.
- Adaptability and critical thinking skills in dynamic customer situations.
- Knowledge of infrastructure and networking in AWS Services, with a 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 including planning, coordinating, problem resolution, and documentation.
- Ability to work a flexible schedule, including nights, weekends, and holidays.
- AWS SysOps Administrator - Associate Certification (required within 90 days of hire).
Nice to Have
- Experience working as a System Administrator (Linux and Windows).
Technical Stack
- AWS, EC2, RDS, VPC, CloudWatch, DNS, VPN, SSL, Elastic Load Balancers, CloudFront
Work Mode
This role is based in Mexico and follows a local-country work mode.
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.
