AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery. As a Technical Support Engineer on our Global Technical Support Team, you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for enterprise customers.
Key Responsibilities
* Track, investigate, and resolve complex customer questions and issues via phone and email.
* Act as an escalation point for intricate issues that span multiple external and internal organizations.
* Communicate directly with internal teams to complete root cause analyses, issue investigation, workarounds, and defect resolution.
* Develop and implement repro cases to identify potential software defects, misconfigurations, or issues in customer environments.
* Manage and prioritize issues using case management tools based on customer impact.
* Lead discussions, proactively solve issues, and identify blockers for the team.
* Develop training material and documentation for user community portals.
* Deliver field support services, including product troubleshooting and implementation.
A Day in the Life
* Deliver exceptional customer service by owning customer issues.
* Empower customers by creating technical knowledge articles.
* Provide deep technical knowledge reproducing and analyzing media workflows.
* Build meaningful relationships with customers and operators.
* Advocate for customer needs by influencing product design and strategy.
About the Team
AWS Support Engineering is a global organization that provides technical support to customers and internal teams. As a member of our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model.
Qualifications
* Bachelor's degree in computer science or equivalent experience.
* Experience working in enterprise-level technical/customer support.
* Linux operating system expertise, particularly networking and system administration.
* Familiarity with LAN configuration, Internet protocols, server applications, and related troubleshooting tools.