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Our goal, every day, is to help you leverage cloud-based technologies to achieve great things. Your Mission Is Ours.
The Role
Provide front-line AWS support, resolve complex cases, advocate for customers, mentor junior engineers, and maintain AWS services knowledge in a 24x7 environment.
Summary Generated by Built In
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.
Senior Cloud Support Engineers work four ten hour shifts a week or five eight hour shifts.
This position is 100% remote.
- Lead advance troubleshooting and provide guidance on AWS environments, ensuring optimal cloud performance and security for Mission Cloud customers through Mission’s 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
- 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
- AWS SysOps Associate certification required and Solutions Architect - Professional Certification preferred
- 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)
We are committed to diversity and inclusion. We value every individual’s unique story, experience, and perspective. We aim to amplify the voices of our team members and our community to create a safe, empathetic, and inclusive environment where everyone can contribute to one’s authentic self. Mission Cloud makes every effort to ensure that all employees are compensated fairly regardless of gender, ethnicity, race, or past salary history. We understand that fair compensation practices establish that diversity, fair hiring processes, and fair pay are part of who we are as a company and maintain positive employee morale. We use market data to define salary ranges for each role and regularly review compensation adjustments as needed based on salary range updates.
Mission Cloud is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Mission Cloud will consider qualified applicants with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
About Mission Cloud
Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments.
Mission Cloud’s team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.
Skills Required
- Ability to manage AWS cloud workloads, especially EC2, RDS, VPC, and CloudWatch
- Experience communicating directly with customers over phone and chat in English
- Knowledge of infrastructure and networking in AWS Services
- Experience working as System Administrator (Linux and Windows)
- AWS SysOps Associate certification
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.
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The Company
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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