Cloud Support Engineer

3 weeks ago

Cape Town, South Africa ENGINEERINGUK Full time

DESCRIPTION

Amazon Web Services (AWS) 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 and tactics to get the most out of their product and support investment.

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 AWS as a leading technology organization?

If you fit the description, you could be the person we are looking for. We are a group of smart people, passionate about cloud computing, and believe that world-class support is critical to customer success.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?
Each 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.
3. Interact with leading engineers around the world.
4. Partner with AWS teams to help reproduce and resolve customer issues.
5. Leverage customer support experience to provide feedback with AWS teams on how to improve.
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.

KEY JOB RESPONSIBILITIES

1. 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 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.
2. 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/scripts to help the team, or work with leadership on process improvement and strategic initiatives.
3. Career development: We promote advancement opportunities across the organization to help you meet your career goals.
4. Training: We have training programs to help you develop the skills required to be successful in your role.

BASIC QUALIFICATIONS

1. 1+ years of software development or 1+ years of technical support experience.
2. Experience troubleshooting and debugging technical systems.
3. 2+ years of technical support experience.
4. Experience troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related).
5. Good Knowledge of the Media Layer of the OSI Model (Physical, Data Link, and Network) components and troubleshooting.
6. Good knowledge of Networking (HTTP, SSL, DNS, TCP/IP, IPSEC) and routing protocols (BGP).

PREFERRED QUALIFICATIONS

1. Bachelor's degree in computer science or equivalent.

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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