Cloud Support Eng. I

Amazon has built a reputation for excellence with examples of being the best in customer service, most trusted and most innovative company. Amazon’s technology business has a history and tradition of leading the world in web related technologies and services. Amazon Web Services Private Limited (AWS South Africa) is seeking highly motivated Database Engineers who are passionate about technology, want to work with the fastest growing Cloud Platform in the world and deliver extraordinary customer experience.

With AWS you have the chance to help individuals and businesses take their computing infrastructures and applications into the Cloud. As a member of the AWS Support team, you will be at the forefront of Cloud technologies. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services.

We are seeking people with strong Database and Linux skills to join growing Support team in Cape Town and Johannesburg. You will be responsible for directly supporting customers from all over the world and be able to develop your skills across the AWS platform. Since we’re working in the Cloud, you will need to be very comfortable with not only Database Internals but also networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing. If you fit the description, you might be the person we are looking for

Sales, Marketing and Global Services (SMGS)

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.

Amazon knows that a diverse, inclusive culture empowers us all to deliver the best results for our customers. We celebrate diversity in our workforce and in the ways we work. As part of our inclusive culture, we offer accommodations during the interview and onboarding process. If you’d like to discuss your accommodation options, please contact your recruiter, who will partner you with the Applicant-Candidate Accommodation Team (ACAT). You may also contact ACAT directly by emailing acat-africa@amazon.com. We want all Amazonians to have the best possible Day 1 experience. If you’ve already completed the interview process, you can contact ACAT for accommodation support before you start to ensure all your needs are met Day 1.

Key job responsibilities
Learn and use ground-breaking technologies

Amazon Web Services is the global 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.

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?

If you fit the description, you might 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.

A day in the life
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 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 to ensure better CX and compliance with global AWS standards, practices and policies.
· Career development: We promote advancement opportunities across the organization to help you meet your career goals.
· Training: We have training programs to help you develop the skills required to be successful in your role.
· We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.

· AWS Support is 24/7/365 operations and shift work will be required.

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF | Waterfall City, ZAF

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the 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.

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF | Waterfall City, ZAF

BASIC QUALIFICATIONS

- Bachelor’s degree AND 2 years relevant industry experience OR (if no degree) 3 years minimum relevant industry experience
- Experience with Database performance tuning, troubleshooting and setting up monitoring / alarming for production Database environments for Oracle/ PostgreSQL
- A good understanding of distributed computing environments, and experience with Linux/Windows system administration fundamentals, troubleshooting monitoring and analysis
- Good understanding of DNS, TCP/IP protocols and troubleshooting related issues
- Excellent verbal and written communication skills, with customer service experience / a strong customer focus

PREFERRED QUALIFICATIONS

- Experience managing full application stacks from the OS up through custom applications OR relevant AWS services (EC2, S3, EBS, ELB, RDS, Dynamo DB, EMR) OR query analysers, query tuning, slow query optimization OR NoSQL technologies like Redis, MongoDB, Cassandra, Riak
- Exposure to Virtualization (VMware, Xen, Hypervisor) and/or security concepts and best practices
- Understanding of IPsec, VPN, Load Balancing, Iperf, MTR, Routing Protocols, SSH, Networks

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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