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As a Cloud Support Engineer you will learn at an accelerated pace how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.
Key job responsibilities

• Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.
• You will be primarily responsible for solving customer’s cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue.
• You will drive initiatives that improve support-related processes and our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
• You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
• You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
• You will act as interviewer in hiring processes, and coach/mentor new team members.
• This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday.

BASIC QUALIFICATIONS

• 1+ years of software development, or 1+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Knowledge of storage architectures and types such as file storage, block storage, object storage, and backup/Disaster Recovery strategies. Knowledge or experience of Linux operating system including file manipulation, system monitoring commands. Knowledge of Open System Intercommunication (OSI) model and application of networking concepts and commands to troubleshoot network issues.

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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.

BASIC QUALIFICATIONS

• Good depth of understanding in Machine Learning concepts, such as common ML algorithms and their uses and data preparation techniques.
• Good depth of understanding in Hadoop Administration, support and troubleshooting (Any two applications: Apache Spark, Apache Hive, Presto, Map-Reduce, Zookeeper, HBASE, HDFS and Pig.)
• Good understanding of Linux and Networking concepts and Intermediate programming/scripting skills. Ideally in Java or Python, but will consider experience in other Object Oriented and Functional languages.

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BASIC QUALIFICATIONS

• Exposure to streaming technologies (Kafka, Kinesis, Rabbit MQ).
• Log analysis and General Troubleshooting (tuning and optimisation, Search and Indexing Operations, mapping, monitoring) understanding on Elastic Stack (Elastic, Logstash, Beats, Kibana, Fluentd etc) and knowledge on Opensearch APIs.
• Experience with System Administration and troubleshooting with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory) and networking experience

PREFERRED QUALIFICATIONS

• 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 (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer)

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BASIC QUALIFICATIONS

• Exposure to Database Fundamentals and General Troubleshooting (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer)
• 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)

PREFERRED QUALIFICATIONS

• Experience analyzing, troubleshooting, and providing solutions to technical issues
• Familiar with data warehousing and ETL process
• Experience scripting or developing in at least one of the following languages :Python, R, Ruby, GO, Java, .NET (C#), JavaScript
• 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