Cloud Support Engineer, Amazon

• 2+ years of relevant experience
• Exposure to Database Fundamentals and General Troubleshooting (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer)
• Familiar with data warehousing and ETL process
• Experience in Business Analytics application, support, and troubleshooting concepts
• Experience with System Administration and troubleshooting with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory)

Desirable

• Amazon Web Services is the market leader and technology forerunner in the Cloud business
• As a member of the AWS Support team 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, 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
• Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Interact with leading engineers around the world
• Partner with Amazon Web Services 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
• 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
• This Analytics role supports our services that focus on Analytics technologies that allow customers to stream and search log data such as Kinesis, Managed Streaming for Kafka, Amazon OpenSearch and Cloudsearch
• AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector
• The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success
• AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services