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Job Description
AWS Cloud Support Engineer Role:
A Cloud Support Engineer at Amazon Web Services EMEA SARL (Irish Branch) will be at the forefront of the transformational technology in the Cloud business, assisting a global list of companies and developers.
The role involves acting as a 'Cloud Ambassador' across all cloud products, arming customers with the tools and tactics to get the most out of their Product and Support investment.
Key responsibilities include:
- Learning and using groundbreaking technologies.
- Applying advanced troubleshooting techniques to provide unique solutions to customers' individual needs.
- Interacting with leading engineers around the world.
- Partnering with Amazon Web Services teams to help reproduce and resolve customer issues.
- Leveraging extensive customer support experience to provide feedback to internal AWS teams on how to improve their services.
- Driving customer communication during critical events.
- Driving projects that improve support-related processes and customers' technical support experience.
- Writing tutorials, how-to videos, and other technical articles for the developer community.
- Working on critical, highly complex customer problems that may span multiple AWS services.
- Working with Amazon's database technologies like Amazon Aurora, Document DB, Timestream, Database Migration Services.
In this role, a Support Engineer will be primarily responsible for solving customers' cases through various contact channels, including telephone, email, and web/live chat.
- Applying advanced troubleshooting techniques to provide tailored solutions for customers.
- Driving customer interactions by working with customers to dive deep into the root cause of an issue.
- Coaching/mentoring new hires, developing and presenting training, and partnering with development teams on complex issues or contact deflection initiatives.
Amazon Web Services, the market leader and technology forerunner in the Cloud business, offers a unique opportunity to be part of a global team assisting companies and developers in taking advantage of a growing set of services and features.
To be successful in this role, you will need:
- 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: My SQL/Oracle/Postgre SQL/Maria DB/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 include 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, and experience with No SQL technologies like Dynamo DB, Redis, Mongo DB, Cassandra or Riak.