Cloud Support Engineer, Amazon

• - Bachelor’s degree in Information Science/Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position
• The Windows role supports our services that focus on identity and access management, compliance and auditing, web applications and more
• BASIC EXPERIENCE/SKILLS To qualify for this role, you should have the following experience:
• - Knowledge/experience in enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, MSSQL)
• - Knowledge of Windows troubleshooting tools (WinDbg, Windows Sysinternals, perfmon, WPR/WPA)

Desirable

• 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
• Work directly with Amazon Web Services architects 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
• The Windows team supports our services that focus on identity and access management, compliance and auditing, migrations, patching, web applications and more, on Windows operating system environments
• 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
• 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.
• Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
• This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday
• We hire smart people 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