About Amazon Web Services
Amazon Web Services (AWS) 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.
Are you interested in using 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?
The Role We're Hiring For
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest-growing small- and mid-market accounts to enterprise-level customers, including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success.
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?
* Learns and uses groundbreaking technologies.
* Applies advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
* Interacts with leading engineers around the world.
* Partners with Amazon Web Services teams to help reproduce and resolve customer issues.
* Levers your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
* Drives customer communication during critical events.
* Drives projects that improve support-related processes and our customers' technical support experience.
* Writes tutorials, how-to videos, and other technical articles for the developer community.
* Works on critical, highly complex customer problems that may span multiple AWS services.
Why AWS Support?
* This is a customer support role - in The Cloud.
* On a typical day, a Support Engineer will be primarily responsible for solving customer cases through various customer contact channels, including 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/scripts 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 role.
* 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.
Our Networking Team
This Networking role supports our services that focus on networking technologies, including Route 53, Elastic Load Balancing, VPC. A solid network provides the foundation for all Cloud services. Support engineers may field general guidance questions from customers such as setting up a small website using EC2 up to troubleshooting and reproducing complex performance issues from customers with fleets of thousands of EC2 instances.
Basic Qualifications
* Ability to communicate effectively in English and Spanish (written and spoken).
* 2+ years of relevant experience in troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related).
* Knowledge/experience of network security (SSL/TLS, Network- and Web Application Firewalls, Intrusion Detection and Prevention Services), domain transfers, records, and DNS security (DNSSEC and DNS Filtering).
* Operating Systems knowledge oriented to maintenance and administrative purposes (Windows or Linux).
Preferred Qualifications
* Knowledge in configuring virtual server environments and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto etc.
* Knowledge with end-to-end application monitoring, tracing, and alerting using tools like CloudWatch, Grafana, Datadog, Prometheus etc.
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. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.