Cloud Support Engineer

1 week ago

Cape Town, Western Cape, South Africa Amazon Full time

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 Cloud Support Engineer - Containers role supports services that focus on Containerization including Elastic Kubernetes Service (EKS), Elastic Container Service (ECS), Elastic Container Registry (ECR), Fargate, App Mesh, and Batch. In this role, engineers interact with customers that reach out to AWS via email, chat, or phone, helping our customers automate the management, scaling, and deployment of containerized applications. Apart from working on a broad spectrum of technical issues, a Cloud Engineer in AWS may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact-deflection initiatives, participate in hiring, write tools and scripts to help the team, or work with leadership on process improvements and strategic initiatives.

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.

Key job responsibilities
  1. Your day as a Cloud Support Engineer will include, but not be limited to, the following activities:
  2. 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.
  3. 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.
  4. 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.
  5. You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
  6. You will act as an interviewer in hiring processes, and coach/mentor new team members.
  7. PLEASE NOTE: 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 of 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.

BASIC QUALIFICATIONS

- 1+ years of software development, and 2+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience working with any of the container orchestration management tools such as Kubernetes, Docker Swarm. Basic understanding of Container networking. Good understanding of Linux, Networking concepts and protocols (DNS, TCP/IP, DHCP, HTTPS, OSI Model, Filesystems, disk space, Memory, CPU issues, Security, Encryptions, etc.).

PREFERRED QUALIFICATIONS

- Knowledge or experience with application deployment pipelines (Git, SCM, Chef, Puppet, Jenkins, Ansible, or related tools), Docker and Kubernetes.
- Knowledge of the complete deployment lifecycle (design, build, test, deploy) including deployment methods such as Blue/Green, Rolling Deployments.
- Experience working with Iac (Terraform, CDK, Cloudformation).
- Knowledge or experience with any one scripting language.
- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).

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.

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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