Job ID: 2815639 | Amazon Web Services Australia Pty Ltd
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 & tactics to get the most out of their Product and Support investment.
Key job responsibilities:
- Learn and use groundbreaking technologies.
- Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
- Interact with leading engineers around the world.
- Partner with AWS teams to help reproduce and resolve customer issues.
- Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
- Drive customer communication during critical events.
- Drive projects that improve support-related processes and our customers’ technical support experience.
- Write tutorials, how-to videos, and other technical articles for the developer community.
- Work on critical, highly complex customer problems that may span multiple AWS services.
A day in the life:
- This is a customer support role – in The Cloud.
- You 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.
- Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
- As we operate on a follow-the-sun model, working hours and days are based on customer demand and may include weekends (on a rotational basis).
BASIC QUALIFICATIONS
- Exposure to streaming technologies (Kafka, Kinesis, Rabbit MQ). Log analysis and General Troubleshooting understanding on Elastic Stack (Elastic, Logstash, Beats, Kibana, Fluentd etc) and knowledge on Opensearch APIs.
- Experience in Business Analytics application, support, and troubleshooting concepts.
- Experience with System Administration and troubleshooting with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory).
- Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).
- Experience with Apache Flink, Apache Spark.
- Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position.
PREFERRED QUALIFICATIONS
- Experience in a customer support environment.
- Experience analyzing, troubleshooting, and providing solutions to technical issues.
- Understanding of Cloud Computing concepts.
- Experience scripting or developing in at least one of the following languages: Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
- Good understanding of distributed systems.
- Exposure to Database Fundamentals and General Troubleshooting in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer).
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.
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