Job Description
DESCRIPTIONABOUT USAmazon 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.If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.WHAT CAN YOU EXPECT FROM A LIFE AT AWS?Every day will bring new and exciting challenges on the job while you: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.WHY AWS SUPPORT?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/script to help the team, or work with leadership on process improvement and strategic initiatives.BASIC QUALIFICATIONSAbility to communicate effectively in English and French (written and spoken).Experience in enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, MSSQL, SharePoint, Exchange, Windows server, Single Sign On).Knowledge of Windows troubleshooting tools (Event viewer, Task manager, WinDbg, Windows Sysinternals, perfmon, WPR/WPA).Knowledge of Networking (TCP/IP, DNS, routing, switching, firewalls, or LAN/WAN).PREFERRED QUALIFICATIONSUnderstanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).Experience with programming/scripting (Batch, Perl, Ruby, VB, PowerShell, Java, C# and/or PHP).Experience managing full application stacks from the OS up through custom applications and experience with Network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools).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.Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. #J-18808-Ljbffr