Cloud Engineer-3

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. Its why were 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 were headed. Were 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 Cloudcustomers. You will work to resolve cases in-house or follow cases through to AWS providingan excellent customer experience and preventing delays in resolution of AWS support will ensure customers feel heard and hold AWS to a high standard while working as part ofa global 24x7x365 team.

Responsibilities:

Lead advance troubleshooting and provide guidance on AWS environments ensuring optimalcloud performance and security for Mission Cloud customers through Missionʼs support ticketplatform.
Independently manage and resolve complex customer-facing cases related to AWS Servicesand leverage AWS expertise to guide customers on how to troubleshoot make changes to orsetup AWS resources.
Act as a senior escalation point for AWS support and resolve cases in house where possibleto 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 expediteresolution of customer-submitted cases.
Collaborate with internal teams escalate issues and leverage available resources to deliver apositive 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 technicaldocumentation 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 ofEC2 and VPC.
Understanding of networks and website management including IT infrastructure such asDNS 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 Core Open-source web framework )
Ability to understand and troubleshoot database issues for both RDS and NoSQL databases.
Understand how to identify problematic queries using tools such as RDS performanceinsights.
Ability to understand containerization solutions (infrastructure pipelines automation) usingtools such as Docker (Dockerfiles ECS ECS Fargate) or Kubernetes (manifests Helm anddeployment 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 CDWs 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 CDWs AI Applicant Notice.