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Job Description
Cloud Support Engineer
Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a Cloud Support Engineer, 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.
Key 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.
Why AWS Support?
As a Cloud Support Engineer, you will be primarily responsible for solving customer's cases through a variety of 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.
Requirements:
- Ability 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, Share Point, Exchange, Windows server, Single Sign On).
- Knowledge of Windows troubleshooting tools (Event viewer, Task manager, Win Dbg, Windows Sysinternals, perfmon, WPR/WPA).
- Knowledge of Networking (TCP/IP, DNS, routing, switching, firewalls, or LAN/WAN).
Preferred Qualifications:
- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
- Experience with programming/scripting (Batch, Perl, Ruby, VB, Power Shell, 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).
Education:
- 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.