Amazon 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.
Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches?
Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization?
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.
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 , 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 follow-the-sun model, you may be required to work a staggered week; either Sun-Thu or Tue-Sat (no on-call)
This role supports our services that focus on distributed, cloud infrastructure of AWS S3 storage, Storage Gateway, Glacier, EFS, FSx for lustre, Snowball, AWS Transfer for SFTP, Datasync and AWS backup.
Our support engineers are also the voice of the customer and have a strong voice in to the development teams for recurring issues or feature requests.
Want to know what’s it like to be a Support at AWS? Take a look!
Strong Unix / Linux or Windows system administration skills
Knowledge of client / server and distributed systems architectures.
Knowledge of filesystem, block and object storage.
Knowledge of Storage architectures and backup / DR strategies
Good understanding of networking protocols : DNS, HTTP, SSL, SFTP, TCP and UDP.
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 OR equivalent military experience.
3+ years of professional experience
Experience troubleshooting filesystem, block and object storage
Experience with scripting (, Python, PowerShell etc.)
Detailed knowledge of storage protocols : iSCSI, NFS, SMB
Expertise with network troubleshooting and tools , MTR, traceroute, dig,
Prior working experience with AWS , Storage Gateway, EFS and AWS Backup.
Experience with Cloud architecture patterns and distributed computing concepts
Experience working with REST API based services
Exposure to OS and networking security concepts and standard methodologies.
Strong written, verbal, and documentation skills to effectively communicate with customers and peers
What if I’m not an expert in all the preferred qualifications listed on the job description?
That’s okay. That’s our preferred list, not a required listed. We hire smart people who can dive deep so we’re more interested in the areas that you do know instead of those you haven’t been exposed to yet.
Speak to an AWS recruiter and we will be happy to provide you with more information about this role or guide you to the best possible match for your profile and your career interests.
Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.