Technical Support Engineer
AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery.
About the Role
In this complex, fast-paced environment, you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers. This includes small and large enterprise customers with on-premises and cloud-based workflows.
Key Responsibilities:
* Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact.
* Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations.
* Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds, and defect resolution.
* Develop and implement the most complex repro cases to identify potential software defects, misconfigurations, or issues in customer environments.
* Use case management tools to manage and prioritize issues based on multiple factors including customer impact.
* Act as a role model to other support engineers, leading discussions, proactively solving issues, and identifying and removing blockers for the entire team.
* Develop training material and documentation for both internal and customer-facing user community portals.
* Deliver field support services to customers, including product troubleshooting, as well as basic implementation and ad-hoc training 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.
About AWS
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform.