Job Title: Technical Support Engineer
Summary:
We are seeking a highly skilled Technical Support Engineer to join our Global Technical Support Team. The ideal candidate will have excellent communication and problem-solving skills, with the ability to work independently in a fast-paced environment.
Key Responsibilities:
* Provide technical support to enterprise customers via phone, email, and case management tools.
* Investigate and resolve complex technical issues, including software defects, misconfigurations, and issue identification.
* Communicate directly with internal organizations to complete root cause analyses and defect resolution.
* Develop and implement complex repro cases to identify potential software defects.
* Act as an escalation point for complex and in-depth issues that span multiple external and internal organizations.
* Lead discussions and proactively solve issues, identifying and removing blockers for the team.
About the Role:
This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required. As an engineer on the team, there are additional expectations of leadership and expertise in multiple disciplines.
Requirements:
* Bachelor's degree in computer science or equivalent experience.
* Experience working in enterprise-level technical/customer support.
* Knowledge of Linux operating systems, networking, and system administration.
* Experience with LAN configuration, Internet protocols, server applications, and related troubleshooting tools.
* Knowledge of compressed and uncompressed digital video and audio standards.
* Experience with Cloud Computing, especially Amazon Web Services.
* Excellent hardware/software problem-solving skills and ability to navigate challenging situations.
Work Environment:
AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams. We operate on a follow-the-sun model, assisting a global list of companies and developers who use our services and features to run their mission-critical applications.
Why AWS?
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Our Inclusive Culture:
At AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences. Ongoing events and learning experiences inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth:
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship, and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance:
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture.