Job Overview
We are seeking a Cloud Support Engineer to join our team at Amazon Web Services. As a Cloud Support Engineer, you will be the 'Cloud Ambassador' across all cloud products, arming customers with the required tools and tactics to get the most out of their product and support investment.
About the Role
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 contact channels including telephone, email, and web/live chat.
* You will apply advanced troubleshooting techniques to provide tailored solutions for our customers.
* 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, participate in new hiring, write tools/scripts to help the team, or work with leadership on process improvement initiatives.
We operate on a follow-the-sun model, with AWS Support Engineering sites located globally, there is no after-hours on-call or mandated overtime in this role.
* Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
* Interact with leading engineers around the world.
* Partner with AWS teams to help reproduce and resolve customer issues.
* 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.
Basic Qualifications
* Bachelor's degree OR 2+ years of equivalent experience in a technical position.
* Strong understanding of networking protocols: DNS, HTTP, SSL, SFTP, TCP, and UDP.
* Experience with web-based services and applications, Apache, Tomcat, etc.
* Strong Unix/Linux or Windows system administration skills.
* Knowledge of filesystem, block and object storage, storage architectures, and backup/DR strategies.
Preferred Qualifications
* Experience with scripting (i.e., bash, Python, PowerShell, etc.).
* Detailed knowledge of storage protocols: iSCSI, NFS, SMB.
* Expertise with network troubleshooting and tools e.g., traceroute.
* Prior working experience with AWS e.g., AWS S3 storage, Storage Gateway, Glacier, Snowball, Datasync, and AWS Backup.
* Experience with Cloud architecture patterns and distributed computing concepts.