Cloud Support Eng. I (Databases), AWS Support Engineering at Amazon

Key job responsibilities
WHAT CAN YOU EXPECT FROM A LIFE AT AWS?
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 engineers around the world.
• Partner with Amazon Web Services 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.

About The Team
WHY AWS SUPPORT?

• 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.

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.

• 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, with Premium Support sites located globally, there is no after hours on-call or mandated overtime in this role.

We are open to hiring candidates to work out of one of the following locations:
Nairobi, KEN
Basic Qualifications

• The Storage and Content Delivery role supports our services that focus on cloud infrastructure, including AWS S3 storage, Cloudfront content delivery, Storage Gateway data delivery, Glacier archive storage, SES messaging service and Snowball bulk data import/export.

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

• Knowledge/experience in administration and troubleshooting for one or more of the following: Python, Ruby, Powershell/Bash, email services and SMTP
• Knowledge of client/server and distributed systems architectures
• Knowledge of large scale storage architectures and backup/DR strategies
• Knowledge/experience operating and troubleshooting email services

Preferred Qualifications

• Understanding of Content Delivery Networks
• Knowledge/experience in troubleshooting filesystem, block and object storage
• Detailed knowledge of storage protocols: iSCSI, NFS, CIFS, SMB
• Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming)
• Messaging and Queueing experience