Job Description
Cloud Support Engineer (Media and Content Delivery)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.
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.
The Cloud Support Engineer - Media and Content Delivery supports and focuses on our Media and Content Delivery services such as Cloudfront, Simple Email Service, , Transfer Accelerator, Deadline, AWS Elemental services, Kinesis Video streams, and Elastic Transcoder.
ResponsibilitiesLearn 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 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.
Why AWS Support Engineering?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/scripts to help the team, or work with leadership on process improvement and strategic initiatives.
Minimum QualificationsExperience with System Administration and troubleshooting in Linux and/or Windows.Experience with Networking and troubleshooting.
Experience operating and troubleshooting email services.
Understanding of Content Delivery Networks.
Understanding of streaming video, digital video and audio standards (e.g., H264, MP4, HEVC).Knowledge of video packaging and delivery mechanisms (e.g., HLS, DASH, CMAF, RTMP).Experience with messaging and queueing.
Experience in scripting (e.g., Bash, Java, Python, PowerShell).Understanding of Cloud Computing concepts.Amazon Web Services is an equal opportunity employer and values diversity at our company.
We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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