Cloud Support Engineer - Media and Content Delivery, Support Engineering at Amazon

• 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.

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.

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

• Strong understanding of networking protocols: DNS, HTTP, SSL, TCP and UDP.
• Good Unix/Linux or Windows system administration skills.
• Knowledge of client/server and distributed systems architectures.
• Experience operating and troubleshooting email services using SMTP protocol

Preferred Qualifications

• Understanding of Content Delivery Networks
• Experience with scripting (i.e. bash, Java Script, Node JS, Python, PowerShell etc.)
• Expertise with network troubleshooting and tools e.g. iperf, MTR, traceroute, dig,
• Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming)
• Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies
• Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and file based workflows
• Experience with Cloud Computing, especially Amazon Web Services
• Prior working experience with AWS Services e.g. Cloudfront, Simple Email Service and AWS Elemental Media Services
• Experience with Cloud architecture patterns and distributed computing concepts
• Messaging and Queueing experience
• Experience working with REST API based services
• Exposure to OS and networking security concepts and standard methodologies
• Written, verbal, and documentation skills to effectively communicate with customers and peers