Cloud Support Engineer

3 months ago

Cape Town, South Africa ENGINEERINGUK Full time

DESCRIPTION

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. This includes, but is not limited to, Amazon Aurora, AWS Database Migration Service, MySQL, SQL Server, and Maria DB. 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 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. 1+ years of software development, or 1+ years of technical support experience.
2. Experience troubleshooting and debugging technical systems.
3. Good Knowledge/experience in administration and troubleshooting for one or more of the given Database engines: MariaDB, MySQL, SQL Server. Good understanding of the database installation process, relevant database clients, basic database optimization and database migration processes. Knowledge or Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related). Understanding of OS concepts (memory, storage and CPU usage).

PREFERRED QUALIFICATIONS

1. Proficiency in troubleshooting databases, optimizing database performance, query analyzers and skills in tuning queries and optimizing slow queries.
2. Experience in establishing monitoring and alarming systems for database environments.
3. Knowledge in administering database engines and managing high availability (HA) and disaster recovery (DR) topologies.
4. Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
5. Experience with NoSQL technologies such as 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.
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