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. In this role, engineers provide Technical Support to various Linux services that focus on AWS Compute Technologies such as EC2 Core/Linux, Elastic Block Store (EBS), LightSail, ElastiCache, Outposts, Systems Manager and many other services that enable customers to run their workloads on AWS. Engineers develop Subject Matter Expertise in one or more areas of the above services. Engineers also collaborate with internal teams to provide the required support services to AWS customers. In this role, engineers interact with customers that reach out to AWS via email or Chat or Phone. In addition, engineers also work on team functions and projects and continually work on improving operational efficiency.

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.

A day in the life

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.

About AWS

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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 and 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) or experience with OS administration (boot process, filesystems) and troubleshooting disk space issues, booting issues and OS logs.

Preferred Qualifications

• Understanding of applications such as Apache, NginX, MySQL, and installing software using the different package managers.

• Understanding of 3-tier web application, and which components are stateful and which are stateless.

• Understanding of cloud computing concepts and/or experience 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.

• Knowledge of security concepts/best practices in securing application architectures from external threats

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 $71,100/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. This position will remain posted until filled. Applicants should apply via our internal or external career site.