Description
At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.
Accountabilities:
AWS Case Positive Resolution
Customer Guidance & Communication
AWS Technical Expertise
AWS Escalation Rate
Peer Mentoring
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 Missionʼs 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 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 knowledge of current AWS services.
Provide an excellent customer experience in every customer interaction.
Train and mentor junior engineers, building and iterating through existing technical documentation to further enable entry level engineers.
Participate in interview process for new team members.
Requirements:
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.
Working knowledge of web server applications (Apache, nginx, Tomcat, IIS, or varnish) and administrating web application environments (LAMP, RoR, Java, or ASP.NET Core | Open- source web framework for .NET )
Ability to understand and troubleshoot database issues for both RDS and NoSQL databases.
Understand how to identify problematic queries using tools such as RDS performance insights.
Ability 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 documentation
Ability to work a flexible schedule, including nights, weekends, and holidays
Experience working as System Administrator (Linux and Windows) preferred
Certification preferred:
AWS SysOps Associate certification required
Solutions Architect - Professional
Acknowledgment
All parties involved have reviewed and understood these accountabilities, responsibilities, and
expectations assigned to me. This is not meant to be an extensive list of all tasks and
requirements. This document may be reviewed and modified as the role evolves over time.
We make technology work so people can do great things.
CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.
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.
CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, CDW's goal is to get to know you as an applicant and understand your experience, strengths, skills, and qualifications. While AI can help you present yourself more clearly and effectively, the essence of your application should be authentically yours. To learn more, please review CDW's AI Applicant Notice .
What the Team is Saying
CDW Compensation & Benefits Highlights
How does CDW ensure its pay and bonus plans are competitive?
CDW supports competitive pay and bonus plans through a broad total rewards approach that combines performance-focused compensation, strong benefits, long-term financial support, and the stability of a large established company.
- Total rewards philosophy: CDW’s compensation approach is built around more than base salary alone. Its ESG report says the company uses competitive compensation and performance-focused pay practices designed to reward excellence and support coworkers’ professional and financial growth. That philosophy is reinforced by a broader total rewards package that supports physical, emotional, financial, and social wellbeing.
- Performance-based pay and incentives: CDW explicitly describes its pay practices as performance-focused, indicating that compensation is designed to recognize strong individual contribution and results. Employee feedback also points to meaningful earning potential in some roles, along with merit increases and incentive opportunities, especially in performance-driven functions.
- Structured compensation components and financial support: CDW strengthens compensation competitiveness through multiple financial programs beyond salary. These include a 401(k), employee stock purchase plan, life insurance, disability coverage, accident-related insurance, and charitable gift matching. Together, these programs help support both short-term financial needs and longer-term financial security. CDW also connects compensation to career growth through its Global Career Framework, which helps employees see how advancement and future opportunities fit into the broader organization.
- Benefits as part of total compensation: Benefits are a major part of CDW’s competitive rewards story. The company offers healthcare, parental leave, adoption support, wellbeing resources, commuter benefits, legal assistance, and tuition reimbursement, among other offerings. Its ESG report also notes that in 2023 CDW made additional investments by reducing the benefits waiting period for new hires and increasing paid leave for primary parental caregivers and bereavement. Employees frequently mention benefits, PTO, flexibility, and job stability as strengths of the company’s overall package.
- Scale and stability: CDW’s size and market position also reinforce its ability to offer competitive rewards. As a Fortune 500 and S&P 500 company with about $21 billion in annual net sales and ~15,100 coworkers, CDW has the scale to provide broad benefits, structured pay programs, and long-term stability.
- External signals: Employee feedback points to several strengths in CDW’s rewards package, including mentions of generous compensation, strong benefits, stock options, merit increases, and financial stability. While compensation experiences can vary by role, reviews consistently suggest that benefits and overall package strength are important parts of CDW’s employer value proposition.
Bottom line: CDW supports competitive pay through a well-rounded total rewards model that combines performance-focused compensation, strong benefits, financial protection, and long-term career stability. It is especially well positioned for employees who value comprehensive benefits, growth opportunities, and the backing of a large, established technology company.
CDW Insights
What We Do
CDW Corporation is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. For more information about CDW, please visit www.CDW.com. Our broad array of products and services range from hardware and software to integrated IT solutions such as security, cloud, hybrid infrastructure and digital experience.
Why Work With Us
Trust, connection and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed.
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CDW Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
CDW is committed to offering a high quality, flexible work experience centered around connection, collaboration, and coworker well-being. Our flexible hybrid approach enables coworkers to get the best of working from home and being together.
