Cloud Support Engineer

CDW

Cloud Support Engineer providing AWS support for customers, guiding AWS Services troubleshooting. Collaborating with teams to deliver an excellent customer experience.

Posted 4/23/2026full-timeRemote • 🇲🇽 MexicoJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

AWSCloudDNSEC2Linux

About the role

Key responsibilities & impact

Provide best-in-class customer support for all AWS Services
Guide customers through complex issues and troubleshoot AWS resources
Analyze customer-facing cases related to AWS Services
Provide front-line AWS support and resolve cases in-house
Advocate for customers when cases are escalated to AWS
Lead root cause analysis for recurring customer issues
Collaborate with internal teams and deliver a positive customer experience
Maintain full knowledge of current AWS services
Act as a trusted AWS technical advisor

Requirements

What you’ll need

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)

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AWS ServicesEC2RDSVPCCloudWatchDNSVPNsSSLElastic Load BalancersCloudFront

Soft Skills

customer supportcommunicationadaptabilitycritical thinkingcollaborationproblem resolutionplanningcoordinationcustomer advocacyflexibility

Certifications

AWS SysOps Administrator - Associate Certification