Job Description
Summary: Cloud Support Engineer role at Amazon Web Services, assisting global companies with cloud products and services, troubleshooting technical issues, and driving customer success.
Amazon Web Services is the market leader in cloud computing, and as a Cloud Support Engineer, you will be at the forefront of this transformational technology. You will assist 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 the required tools and tactics to get the most out of their product and support investment.
You will be part of the AWS Global Support team, which interacts with leading companies and believes that world-class support is critical to customer success. You will work with a global list of customers that are building mission-critical applications on top of AWS services.
Key Responsibilities
- Learn and use groundbreaking technologies to provide unique solutions to customers' individual needs.
- Apply advanced troubleshooting techniques to resolve complex technical issues.
- Interact with leading engineers around the world to drive customer communication and resolve issues.
- Partner with Amazon Web Services teams to improve services and provide feedback on how to improve our services.
- Drive projects that improve support-related processes and 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.
A Day in the Life
As a Cloud Support Engineer, you will be primarily responsible for solving customers' cases through various customer contact channels. 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.
- 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.
- 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.
- 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.
Requirements
- Ability to communicate effectively in English and Spanish (written and spoken).
- 2+ years of Technical support experience.
- Networking protocols: DNS, HTTP, SSL, TCP, and UDP.
- Unix/Linux or Windows system administration skills.
- Knowledge of filesystem, block, object storage, Storage architectures, and backup/DR strategies, AWS S3.
Preferred Qualifications
- Experience troubleshooting filesystem, block, and object storage.
- Scripting skills (i.e., bash, Python, PowerShell, etc.).
- Experience with network troubleshooting and tools (e.g., iperf, MTR, traceroute, dig).
- Prior working experience with AWS (e.g., AWS S3 storage, Storage Gateway, EFS, and AWS Backup).
- Exposure to OS and networking security concepts and standard methodologies.