Cloud Support Engineer

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 enterpriselevel 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:

• 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.

• 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.

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. - 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.- 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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