Cloud Support Engineer, Amazon
Media, AWS Elemental, AWS Support Engineering
The largest online retailer and technology provider
Job no longer available
The largest online retailer and technology provider
1001+ employees
Job no longer available
1001+ employees
Company mission
To be Earth's most customer-centric company.
Role
Who you are
- Bachelor's degree in computer science or equivalent, or experience in technical support
- Experience working in enterprise-level technical/customer support
- Experience with Linux operating systems, particularly with networking and system administration
- Experience with LAN configuration, Internet protocols, server applications and related troubleshooting tools
Desirable
- Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies
- Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and/or file based workflows
- Experience with Cloud Computing, especially Amazon Web Services; excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance
- Familiarity with one or more Linux-based scripting language (e.g. Python, Bash, JavaScript, etc.)
- Ability to effectively gauge customer impact and temperature to prioritize issue investigation
What the job involves
- AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery and we are looking for a Technical Support Engineer to join our Global Technical Support Team
- In this role, you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers
- Our customers include small and large enterprise customers and includes on-premises, and cloud based workflows
- You will be responsible for issue investigation, identifying software defects, in-depth and complex repro cases across multiple products and services, workarounds and researching innovative or unfamiliar technologies
- This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required
- As an engineer on the team, there are additional expectations of leadership and expertise in multiple disciplines
- Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact
- Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations while working independently
- Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution
- Develop and implement the most complex repro cases to identify potential software defects, misconfigurations or issues in customer environments
- Use case management tools to manage and prioritize issues based on multiple factors including customer impact
- Act as a role model to other support engineers, leading discussions, proactively solving issues and identifying and removing blockers for the entire team
- Develop training material and documentation for both internal and customer-facing user community portals
- Deliver field support services to customers, including product troubleshooting, as well as basic implementation and ad hoc training services
- Standard working hours as part of global 24x7 on-call rotation for post-sale customer support
- Deliver exceptional customer service by owning customer issues raised via case portals, emails or calls
- Empower customers by creating technical knowledge and training articles
- Provide deep technical knowledge reproducing and analysing media workflows
- Build meaningful relationships with customers and operators, via calls and case management
- Advocate for customer needs by acting as the Voice of the Customer, using knowledge to influence product design and strategy
- AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams
- As a member our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model
- You will be 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
Our take
Amazon is the world's largest online retailer, and is well-known for its disruption of well-established industries. The company is present in numerous verticals, including cloud computing with Amazon Web Services, AI with its range of Alexa devices and a global marketplace more commonly referred to as 'the everything store'. Acquisitions include Ring, Twitch, Whole Foods Market, and IMDb.
More recently, Amazon has been focused on leading the "third wave in digital advertising". Many businesses are now shifting ad dollars to retailers, which before would have been spent with online media platforms. Amazon's seen great success in the space, with its revenue from advertising now higher than its Amazon Prime membership scheme, audiobooks and digital music combined. This growth is particularly impressive considering its digital ad rivals (like Snap, Alphabet, and Meta) have suffered declines due to wider macroeconomic factors and Apple's iOS privacy changes.
Despite its dominant market position, Amazon will continue to be challenged over the next decade, including sustaining AWS's cloud dominance in the face of Google and Microsoft. On top of this, the company's e-commerce division is facing profitability problems despite its 2023 post-IPO debt funding of 8 billion. It will need to find new ways to stay above their competitors.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company HQ
South Lake Union, Seattle, WA
Leadership
Jeff Bezos
(Founder & Executive Chairman)Jeff is an American business magnate, media proprietor, and investor. As well as founding Amazon, Jeff founded Blue Origin, an aerospace manufacturer and sub-orbital spaceflight services company and also owns The Washington Post.
Andy Jassy
(President & CEO)Joined Amazon as a Marketing Manager in 1997. Developed AWS with Jeff Bezos, and became CEO of Amazon in 2021.
Salary benchmarks
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