Responsibilities
- 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
- 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
- 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 Administrator - Associate Certification (required within 90 days of hire)
- Major Medical Expenses Insurance – comprehensive national coverage with emergency care abroad
- Life Insurance – protection including natural and accidental death, disability, and funeral assistance
- Dental Plan – preventive care, cleanings, x-rays, and preferred rates for additional treatments
- Vision Plan – free annual eye exam and discounts on prescription glasses and contact lenses
- Funeral Assistance Services – support available for employees and family members
- Grocery Voucher – monthly allowance to support your household needs
- Savings Fund – 4% employer contribution to grow your savings faster
- Vacation Benefits – vacation time accrues from your first day of employment (no waiting period)
Mission Cloud Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Mission Cloud and has not been reviewed or approved by Mission Cloud.
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Healthcare Strength — Health coverage spans medical, dental, and vision with fully employer‑paid premium options in some plans, plus EAP, wellness programs, and inclusive reproductive and transgender care. Coverage extends to dependents and is complemented by wellness resources.
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Leave & Time Off Breadth — Time off includes FlexPTO with a minimum time‑away requirement, paid volunteer time, and additional leave types such as holidays and sick time. The structure emphasizes taking time off while maintaining flexibility.
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Parental & Family Support — Parental benefits include about ten weeks of paid parental leave applicable to different types of parents and adoption assistance. Return‑to‑work support and fertility‑related benefits indicate broader family support.
Mission Cloud Insights
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What We Do
Mission Cloud Services, a CDW company, is a leading AWS Premier Tier Services Partner and Cloud Managed Services Provider. Through its dedicated team of expert cloud operations professionals, cloud analysts, and solutions architects, Mission delivers a comprehensive and differentiated suite of agile cloud services designed to help businesses migrate, manage, modernize and optimize their AWS cloud environments, facilitating continuous improvement and delivery across your entire cloud journey. We believe that the cloud is the greatest business transformation tool of our time, capable of turning an unrealistic or impractical goal into an achievable reality. Our job is to provide the expertise, resources, and strategic insight you need to transform your cloud infrastructure and your business.
Why Work With Us
Mission is a 100% distributed team with distributed team benefits so every employee has the opportunity to work in an environment that is conducive to productivity and engagement. We rely on our core values to make decisions, give feedback and recognition, and to evaluate whether potential new team members are aligned with our culture.
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