Cloud Support Engineer (Job ID:954024)

Job Description

JOB DESCRIPTION

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. AWS Support provides global technical support to a wide range of external customers as they build mission-critical applications on top of AWS services.

Our Big Data Support team specialises in helping customers with streaming, storing and processing vast amounts of data in the Cloud. We also help our customers to leverage this data to produce business insights, which may include using Machine Learning/Artificial Intelligence (ML/AI). Our engineers focus on helping customers use and integrate services in what is arguably our industry’s most exciting space. The portfolio of services covers EMR (Hadoop), DynamoDB (NoSQL), ElasticSearch, Kinesis, Athena, ML/AI & more. With a global presence in eight countries. Our follow the sun support and shift model mean you will not be on-call.

We are seeking talented Systems engineers well versed in maintaining infrastructure of large complex systems/clusters. You will also be able to write code to automate maintenance, monitor performance or crunch data to solve business problems. We invest heavily in knowledge acquisition and skills development providing unlimited opportunities for technical and career development. If you have a spark for knowledge – we have the fuel for the fire.

Typical Day
Every day will bring new and exciting challenges on the job while you: · Apply advanced troubleshooting techniques to provide tailored solutions for our customers · Drive customer interactions. Phone, Chat, Emails, Screen shares and conference calls · Leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services · Interact with leading technologists around the world

Amazon.com has built a reputation for excellence with most recent examples being named #5 most admired company in the US, #2 most innovative, and # 1 in Customer Service. Amazon’s technology business is carrying on that tradition while leading the world in Cloud technologies. With Amazon Web Services (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 this transformational technology with interactions with leading companies in this space and engineers within Amazon developing the capability. You will be surrounded by people that are wickedly smart, passionate about cloud computing, and believe that world class support is critical to customer success. AWS Support provides technical support to a global list of customers that are building mission-critical applications on top of AWS services.
We are seeking people with strong technical skills. Experience as a Systems Administrator working with Linux, Unix or Windows? Do you know the advantages of working in a highly distributed virtual environment? Since we’re working in the Cloud, you will need to be very comfortable with 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!
Every day will bring new and exciting challenges on the job while you:

• Learn and use groundbreaking technologies
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
• Interact with leading technologists around the world
• Work directly with Amazon Web Service architects 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 AWS customer community
• Work on critical, highly complex customer problems that may span multiple AWS services

BASIC QUALIFICATIONS

To qualify for this role, you should have the following experience:

• Strong Linux/Unix system administrator skills
• Intermediate programming/scripting skills. Ideally in Java or Python, but will consider experience in other Object Oriented and Functional languages
• Understanding of networking principles and ability to troubleshoot (DNS, TCP/IP, HTTP)
• Foundational knowledge of databases and Structured Query Language (SQL)
• Understanding of Virtualization and/or cloud computing
• Good understanding of security best practices
• Impeccable written and oral communication skills
• Exceptional customer focus / Customer service experience
• Good understanding of distributed computing environments and methodologies
• Ability to work a staggered week, either Sun-Thu or Tue-Sat (no on-call)

PREFERRED QUALIFICATIONS

These qualifications are optional, but please highlight them on your resume if you have them:

• B.S. or M.S. degree in Computer Science, MIS, or a related field
• 3+ years’ experience in either technical support or software development
• Demonstrable Knowledge & experience in various Big Data or distributed systems. Such as Hadoop, NoSQL, Search and Streaming
• Experience with Cloud Services and Cloud deployments. Exposure specifically to AWS a bonus
• Experience utilising data analysis techniques such as quantitative or qualitative analysis