Job Description
Job ID: | Amazon Web Services EMEA SARL (Irish Branch)
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.
Key job responsibilities:
- 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.
- Work with Amazon's database technologies like Amazon Aurora, DocumentDB, Timestream, Database Migration Services.
A day in the life:
- 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.
- We promote advancement opportunities across the organization to help you meet your career goals.
- 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.
- As we operate on a follow-the-sun model, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.
BASIC QUALIFICATIONS
Ability to communicate effectively in English and Spanish (written and spoken).
Good knowledge/experience in administration and troubleshooting and basic OS and Networking database related issues.
Knowledge in Database engines: MySQL/Oracle/PostgreSQL/MariaDB/SQL Server/Amazon Aurora, database installation process, database clients, database engine agnostic fundamentals, HA & DR topologies for databases, database migrations.
Experience performing basic optimization of databases.
PREFERRED QUALIFICATIONS
2 to 4 years of relevant experience.
Knowledge/experience in Database troubleshooting and performance tuning, setting up monitoring/alarming for production DB environments, Database migration and ETL knowledge/experience.
Experience with NoSQL technologies like DynamoDB, Redis, MongoDB, Cassandra or Riak and Database migration and ETL.
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