Job Summary:
A Cloud Support Engineer will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed.
This role acts as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.
About the Role
As a Cloud Support Engineer, you will be responsible for solving customer's cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue.
You will drive initiatives that improve support-related processes and our customers' experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
Leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
About the Team
AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our 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.
You will be 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.
Requirements
* 1+ years of software development, or 1+ years of technical support experience
* Ability to communicate effectively in English and Spanish-language (written and spoken)
* Experience troubleshooting and debugging technical systems
* Knowledge or experience with system administration, and troubleshooting any operating system (Linux and/or MacOS) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
* Knowledge or experience with OS administration (boot process, filesystems, process management) and 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 the different package managers.
* Experience scripting or developing in one or more of the following 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).