Networking Cloud Support Engineer

ABOUT US

Amazon Web Services is the market leader and technology forerunner in the Cloud business. As a member of the AWS Support team you will be at the forefront of this transformational technology, assisting a global list of companies and developers that are taking advantage of a growing set of services and features to run their mission-critical applications. As a Cloud Support Engineer, you will act as the 'Cloud Ambassador' across all the cloud products, arming our customers with required tools & tactics to get the most out of their Product and Support investment.

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization?

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 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.

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• Meet Alexandre:

This Networking role supports our services that focus on networking technologies, including Route 53, Elastic Load Balancing, VPC. A solid network provides the foundation for all Cloud services. Support engineers may field general guidance questions from customers such as setting up a small website using EC2 up to troubleshooting and reproducing complex performance issues from customers with fleets of thousands of EC2 instances.

BASIC QUALIFICATIONS

• Bachelor's degree or equivalent, in Information Science/Information Technology, Data Science, Computer Science, Engineering, or a related field or equivalent work experience

• Knowledge/experience in networking administration and troubleshooting networking issues using tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related)

• Good OS knowledge oriented to maintenance and administrative purposes (Windows or Linux)

• Knowledge of networking and routing protocols (DNS, TCP/IP, HTTP/S)

• Knowledge/experience of network security (SSL/TLS, Network and Web Application Firewalls)

• Knowledge/experience in networking principles (routing, switching, load balancing etc.)

PREFERRED QUALIFICATIONS

• Knowledge/experience with virtualization environments

• Experience configuring with Load Balancing solutions

• Knowledge/experience with end to end application monitoring, tracing and alerting using tools like CloudWatch, Grafana, Datadog, Prometheus etc.

• Good understanding of security best practices

• Good understanding of distributed computing environments and methodologies

About the team

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic Qualifications

• Bachelor's degree in computer science or equivalent, or experience in technical support
• Experience in network and operating system support
• Experience with virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen)
• Experience with database administration
• Experience in software development with object oriented language
• Experience with continuous integration and continuous delivery
• Experience in information security and compliance

Preferred Qualifications

• Knowledge of distributed computing environments

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ) to know more about how we collect, use and transfer the personal data of our candidates.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit