Job Description

About the Job

As a Service Desk Engineer, you will be part of a multicultural 24x7x365 Cloud Operations team, you will provide best-in-class customer support for AWS Cloud Infrastructure. Your role will be to handle incidents caught by monitoring tools and seeing them through to resolution in a timely manner.  
Service Desk Engineers work four, ten-hour shifts a week or five, eight-hour shifts a week.
This position is 100% remote that sits in Mexico.

Responsibilities

Incident Management
  • Triage and manage service desk tickets efficiently
  • Assess and respond to alerts, incidents, and customer requests promptly
  • Provide first-call resolution for reported issues and alerts
  • Escalate complex issues to Cloud Operations Architects
    • Customer Success
  • Deliver exceptional support, meeting or exceeding Service Level Agreements
  • Manage customer expectations and act as their advocate
  • Handle confidential customer in...

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