Cloud Support Eng. I

2 weeks ago

Cape Town, Western Cape, South Africa Amazon Full time

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

This role supports AWS mobile technologies (Connect, Device Farm, Pinpoint, etc.) and Serverless technologies (Lambda, API Gateway, Step functions, etc.). Mobile Services and Serverless Architectures are some of the fastest growing areas of technology and we're excited to help developers innovate and deliver amazing experiences.

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:

  1. Learn and use groundbreaking technologies.
  2. Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
  3. Interact with leading engineers around the world.
  4. Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
  5. Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
  6. Drive customer communication during critical events.
  7. Drive projects that improve support-related processes and our customers' technical support experience.
  8. Write tutorials, how-to videos, and other technical articles for the developer community.
  9. 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.

About the team

Diverse Experiences: Amazon 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.

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.

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 and 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.

BASIC QUALIFICATIONS

- Bachelor's degree
- Experience developing against and working with REST API based services
- Prior working experience with AWS services
- Experience with Cloud architecture patterns and distributed computing concepts
- Exposure to Mobile application development (iOS / Android)
- Exposure to mobile and web application security best practices
- Messaging and Queueing experience
- Detailed knowledge of networking protocols: DNS, HTTP, SSL, SMTP, TCP
- Exposure to security concepts / methodologies Experience with iperf, MTR, traceroute, dig
- Experience handling full application stacks from the OS up through custom applications
- Experience working with identity providers (i.e. Login with Amazon, Facebook Connect, OpenID, etc.) / OAuth Experience

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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.

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