About Us
Amazon Web Services is the market leader and technology forerunner in the Cloud business.
We are 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.
Your Role
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.
About the Team
This is a customer support role – in The Cloud. We work on a variety of customer contact channels including telephone, email, and web/live chat.
1. On a typical day, you will be primarily responsible for solving customer's cases through advanced troubleshooting techniques.
2. You will drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.
Key Responsibilities
1. Learn and use groundbreaking technologies.
2. Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
3. Interact with leading engineers around the world.
4. Partner with AWS teams to help reproduce and resolve customer issues.
5. Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
6. Drive customer communication during critical events.
7. Drive projects that improve support-related processes and our customers' technical support experience.
8. Write tutorials, how-to videos, and other technical articles for the developer community.
9. Work on critical, highly complex customer problems that may span multiple AWS services.
BASIC QUALIFICATIONS
Bachelor's degree OR 2+ equivalent experience in a technical position.
Strong understanding of networking protocols: DNS, HTTP, SSL, SFTP, TCP and UDP.
Experience with web-based services and applications, Apache, Tomcat etc. Knowledge of client/server and distributed systems architectures.
Strong Unix/Linux or Windows system administration skills.
Knowledge Simple Email Service (SES), AWS CloudFront or Media Streaming and Content Delivery Services.
Experience operating and troubleshooting email services using SMTP protocol.
PREFERRED QUALIFICATIONS
Experience with scripting (i.e. bash, Python, PowerShell etc.)
Detailed knowledge of storage protocols: iSCSI, NFS, SMB
Expertise with network troubleshooting and tools e.g. traceroute,
Prior working experience with AWS e.g. AWS CloudFront, Lambda@Edge, SES, AWS Elemental Media services.
Experience with Cloud architecture patterns and distributed computing concepts.
At Amazon, we believe passionately that employing a diverse workforce is central to our success.