Cloud Support Engineer, Amazon

• Bachelor’s degree OR 2+ equivalent experience in a technical position
• Strong understanding of networking protocols: DNS, HTTP, SSL, SFTP, TCP and UDP
• Experience with web-based services and applications, Apache, Tomcat etc. Knowledge of client/server and distributed systems architectures
• Strong Unix/Linux or Windows system administration skills
• Knowledge of filesystem, block and object storage, storage architectures and backup/DR strategies

Desirable

• As a member of the AWS Support team in Amazon Web Services, you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications
• As a Cloud Support Engineer in Amazon Web services. You will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment
• First and foremost this is a customer support role – in The Cloud
• On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat
• You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue
• Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives to ensure better customer experience and compliance with global AWS standards, practices and policies
• Career development: We promote advancement opportunities across the organization to help you meet your career goals
• Training: We have training programs to help you develop the skills required to be successful in your role
• We support engineers who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet
• Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events. As we operate on a follow-the-sun model, with AWS Support Engineering sites located globally, there is no after hours on-call or mandated overtime in this role
• Learn and use ground breaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Interact with leading engineers around the world
• Partner with AWS teams to help reproduce and resolve customer issues
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services
• Drive customer communication during critical events
• Drive projects that improve support-related processes and our customers’ technical support experience
• Write tutorials, how-to videos, and other technical articles for the developer community
• Work on critical, highly complex customer problems that may span multiple AWS services