Role Overview
This position provides advanced technical support for AWS cloud environments, serving as a key point of contact for customers navigating complex infrastructure challenges. The engineer troubleshoots and resolves issues across core AWS services, ensuring reliable operations, secure configurations, and efficient resource use.
Key Responsibilities
- Diagnose and resolve technical issues related to AWS services using customer support platforms, focusing on EC2, RDS, VPC, and CloudWatch
- Act as a primary technical contact, guiding customers through configuration changes, troubleshooting steps, and service optimizations
- Apply in-depth knowledge of networking, DNS, SSL, load balancing, and content delivery to resolve infrastructure issues
- Collaborate with internal teams and escalate cases to AWS when necessary, advocating for timely and effective resolutions
- Conduct root cause analysis on recurring problems and support customers during live troubleshooting sessions
- Deliver guidance on AWS best practices, including security, cost management, and operational efficiency
- Maintain up-to-date expertise on evolving AWS services and features
- Work rotating shifts to support 24x7 operations, including nights, weekends, and holidays
Qualifications
Candidates must demonstrate hands-on experience managing AWS workloads and strong problem-solving abilities in customer-facing situations. The role requires clear communication in English via phone and chat, along with a structured approach to issue resolution and documentation.
Required certification: AWS SysOps Administrator – Associate (must be obtained within 90 days of hire). Preferred background includes system administration experience with both Linux and Windows environments.
Work Environment
This is a fully remote role open to candidates in Mexico. The schedule is flexible but includes coverage during nights, weekends, and holidays. Employees work either four ten-hour shifts or five eight-hour shifts per week.
Company Values
The organization fosters a culture built on trust, connection, and mutual support. Team members are encouraged to collaborate, share knowledge, and uphold a respectful, inclusive environment. Hiring practices emphasize equity, transparency, and fairness for all applicants.
Equal Opportunity Employer
This employer is committed to equal employment opportunities. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, in compliance with applicable federal, state, and local laws.
