Cloud Support Engineer (Networking)

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 Web Services 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 & tactics to get the most out of their Product and Support investment.

The Cloud Support Engineer - Networking role supports our networking services including Elastic Load Balancing, Firewalls, DNS, Auto Scaling, Cloud Watch, Route 53, Direct Connect, VPN (Virtual Private Network), VPC (Virtual Private Cloud) and more. We are looking for candidates who are passionate about working in Networking and who can advocate cloud networking best practices and provide technical solutions while working with our customers.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

Every day will bring new and exciting challenges on the job while you:

1. Learn and use ground breaking technologies.
2. Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
3. Interact with leading engineers around the world.
4. Partner with AWS teams to help reproduce and resolve customer issues.
5. Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
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.

WHY AWS SUPPORT ENGINEERING?

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.

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.

Minimum Requirements:

- Experience in Networking - including routing, switching and troubleshooting

- Experience with System Administration and troubleshooting in Linux and / or Windows

- Knowledge of DNS including domain transfers and records

- Knowledge of Network security

- Experience is supporting devices such as Cisco, Juniper, Fortinet, Checkpoint, Palo Alto

- Experience managing full application stacks from the OS through to custom applications

- Experience configuring software-based Load Balancing solutions

- Experience with end-to-end application monitoring, tracing and alerting