Description

　　As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.

　　The SCD role supports our services that focus on distributed cloud infrastructure over which customers build thier applications to server their end users. The supported services include technologies across Data and Storage (AWS S3 storage, Snowball, AWS Transfer for SFTP, Datasync, AWS Backup, Amazon Elastic File System, File Cache, Storage Gateway, Glacier), Content delivery (Cloudfront, Simple Email Service) and Media and Streaming technologies (AWS Elemental Media Services, Kinesis Video Streams, Interactive Video Service, Elastic Transcoder).

　　Key job responsibilities

　　Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.

　　You will be primarily 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.

　　You will 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.

　　You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.

　　You will act as interviewer in hiring processes, and coach/mentor new team members.

　　This role requires the 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.

　　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 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.

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

　　Dallas, TX, 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 or a minimum of 1+ years of related professional 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 of storage architectures and types such as file storage, block storage, object storage, and backup/DR strategies.

　　Understanding of content delivery networks, and email/messaging services.

　　Preferred Qualifications

　　Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming), and video compression and delivery (codecs and containers, streaming protocols).

　　Detailed knowledge of storage protocols: iSCSI, NFS, SMB.

　　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.