Cloud Support Engineer (Storage and Content Delivery), Support Engineering at Amazon

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.

Basic Qualifications

• Unix/Linux or Windows system administration skills
• Knowledge of client/server and distributed systems architectures.
• Knowledge of filesystem, block and object storage.
• Knowledge of Storage architectures and backup/DR strategies
• Good understanding of networking protocols: DNS, HTTP, SSL, SFTP, TCP and UDP.

Preferred Qualifications

• Experience troubleshooting filesystem, block and object storage
• Experience with scripting (i.e. bash, Python, PowerShell etc.)
• Detailed knowledge of storage protocols: iSCSI, NFS, SMB
• Expertise with network troubleshooting and tools e.g. iperf, MTR, traceroute, dig,
• Prior working experience with AWS e.g. AWS S3 storage, Storage Gateway, EFS and AWS Backup.
• Experience with Cloud architecture patterns and distributed computing concepts
• Experience working with REST API based services
• Exposure to OS and networking security concepts and standard methodologies