Description

　　Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team you will be at the forefront of this transformational technology, 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. As a Cloud Support Engineer, you will act as the ‘Cloud Ambassador’ across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.

　　Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization?

　　If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

　　Key job responsibilities

　　WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

　　Every day will bring new and exciting challenges on the job while you:

　　· Learn and use groundbreaking technologies.

　　· Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.

　　· Interact with leading engineers around the world.

　　· Partner with Amazon Web Services teams to help reproduce and resolve customer issues.

　　· Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.

　　· 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.

　　· Work on critical, highly complex customer problems that may span multiple AWS services.

　　A day in the life

　　First and foremost this is a customer support role – in The Cloud.

　　• On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue.

　　• 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 or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives.

　　• Career development: We promote advancement opportunities across the organization to help you meet your career goals.

　　• Training: We have training programs to help you develop the skills required to be successful in your role. We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.

　　• Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.

　　• AWS Support Engineering has 24/7/365 operation model and work schedule will be required to include nights, weekends and holidays.

　　Want to know what’s it like to be a Support Engineer at AWS? Take a look https://www.youtube.com/watch?v=GC3bWcFFZTo

　　About the team

　　INCLUSIVE TEAM CULTURE

　　Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

　　WORK/LIFE BALANCE

　　Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

　　MENTORSHIP/CAREER GROWTH

　　Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

　　We are open to hiring candidates to work out of one of the following locations:

　　Portland, OR, USA | Seattle, WA, USA

　　Basic Qualifications

　　1+ years of software development, or 1+ years of technical support experience

　　Experience troubleshooting and debugging technical systems

　　Bachelor’s degree in Engineering/Computer Science/ Mathematics or any related field.

　　Minimum of 1+ years of related professional experience and/or military experience.

　　Knowledge or experience with system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).

　　Knowledge or experience with database engines: MySQL/Oracle/PostgreSQL/MariaDB/SQL Server/Amazon Aurora.

　　Knowledge or experience with database troubleshooting, administering database engines, and HA & DR topologies for databases.

　　Preferred Qualifications

　　Knowledge or experience with performance tuning and monitoring/alarming for production database environments.

　　Knowledge of database migrations.

　　Understanding and/or experience with cloud computing and security concepts with any cloud platforms (AWS, Azure, Google Cloud).

　　Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.

　　Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

　　Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $63,200/year in our lowest geographic market up to $158,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.