Posted: 24 March
Offer description
Job Title: Cloud Support Engineer
This is a dynamic role that requires the ability to learn at an accelerated pace and leverage various cloud technologies to support customers in achieving their goals.
About the Role:
The successful candidate will act as a Cloud Ambassador, providing expert guidance on AWS products and services to help customers scale their impact worldwide.
* Solve customer cases through multiple contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and collaborate with customers to identify root causes of issues.
* Drive initiatives to improve support-related processes and customer experience, creating tutorials, how-to videos, technical articles, trainings, and other resources.
* Leverage customer support experience to provide feedback to internal AWS teams on service improvements and work on critical, complex customer problems spanning multiple AWS services.
* Continuously learn new technologies, develop new skills, and enhance professional competencies.
* Act as an interviewer in hiring processes and coach/mentor new team members.
Requirements:
* 1+ years of software development or 1+ years of technical support experience.
* Effective communication in English and Spanish (written and spoken).
* Experience troubleshooting and debugging technical systems.
* Knowledge of system administration, operating systems (Linux and/or MacOS), and networking fundamentals.
Preferred Qualifications:
* Knowledge of OS administration, troubleshooting disk space issues, booting issues, and OS logs, standard OS performance monitoring tools.
* Understanding of security in Linux, including filesystem permissions, managing users and groups.
* Understanding of applications such as Apache, NginX, MySQL, and installing software using different package managers.
* Experience scripting or developing in one or more languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
* Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
Please note that this role requires flexibility to work 5 days a week, occasionally on weekends, on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday - Saturday, or Monday - Friday.
