Cloud Support Engineer

6 days 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 Database role supports a wide range of Database technologies hosted on the Amazon Web
Services (AWS) platform which includes Amazon Aurora, AWS Database Migration Service,
Oracle, PostgreSQL, and DocumentDB. These database solutions are used by our customers as
cost-effective and highly reliable options to power their mission-critical applications. In this
role, you will be responsible for ensuring the optimal performance, availability, and security of
these database systems, while also providing expert-level support and troubleshooting
assistance to our customers. 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 script 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

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

  1. 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.
  2. 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.
  3. 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.
  4. You will be continuously learning groundbreaking technologies, and developing new
    technical skills and other professional competencies.
  5. You will act as interviewer in hiring processes, and coach/mentor new team members.

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 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, or 1+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Good Knowledge/experience in administration and troubleshooting for one or more of the given Database engines: Oracle/PostgreSQL/Amazon Aurora PostgreSQL. Good Knowledge of database installation process, performance tuning, Database engine agnostic fundamentals, basic optimization of database and database migrations. Knowledge or experience of Linux operating system including file manipulation, system monitoring commands. Knowledge of Open System Intercommunication (OSI) model and application of networking concepts and commands to troubleshoot network issues.

PREFERRED QUALIFICATIONS

- Experience with Database troubleshooting, performance tuning, query analyzers and query tuning/slow query optimization.
- Experience with setting up monitoring/alarming for Database environments.
- Knowledge in administering database engines and managing high availability (HA) and disaster recovery (DR) topologies.
- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
- Experience with NoSQL technologies like DynamoDB, Redis, MongoDB or Cassandra

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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