AWS Cloud Support Engineer [Mexico]

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.

Requirements

• 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