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 cus

📌 Cloud Engineer-1 (Chennai)
🏢 CDW
📍 Chennai