Cloud Support Engineer

7 days ago

Cape Town, Western Cape, South Africa ENGINEERINGUK Full time

DESCRIPTION

ABOUT US
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.

Do you prefer "getting your hands dirty" and solving challenging technical issues? 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?

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. Work directly with Amazon Web Services architects 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.

WHY AWS SUPPORT?
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 video 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.

BASIC QUALIFICATIONS
- Bachelor's degree in Information Science/Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position.
- Knowledge/experience in enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, MSSQL).
- Knowledge of Windows troubleshooting tools (WinDbg, Windows Sysinternals, perfmon, WPR/WPA).

PREFERRED QUALIFICATIONS
- Experience with System Administration with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory, Exchange).
- Experience in Networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing.
- Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP).

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.

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