CDW is hiring a Cloud Support Engineer

At CDW, we are looking for a Cloud Support Engineer to deliver best-in-class support for customers using AWS Services, mirroring the quality of interactions expected from AWS Support directly. In this role, you will guide customers through implementations and troubleshooting to resolve their technical challenges.

What You'll Do

• Guide customers through complex issues and troubleshoot AWS resources via our support ticket platform.
• Analyze customer cases related to AWS Services, leveraging your expertise to assist with troubleshooting, configuration, and setup.
• Provide front-line AWS support, using your judgment to resolve cases in-house where possible to ensure an excellent customer experience.
• Advocate for customers when cases are escalated to AWS, helping to expedite and facilitate a positive resolution.
• Lead root cause analysis for recurring customer issues, frequently joining calls for live troubleshooting and explanations of AWS services.
• Collaborate with internal teams, escalate issues, and leverage available resources to deliver positive customer outcomes.
• Work a shift schedule to provide 24x7 support, including nights, weekends, and holidays.
• Maintain full knowledge of current AWS services.
• Act as a trusted AWS technical advisor, guiding customers on best practices, cost, and security in every interaction.

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.
• Ability to be adaptable and think critically in 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 that include 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 locally in Mexico.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard 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.