Windows Cloud Support Engineer

4 days ago

Dublin, Dublin City, Ireland Amazon Full time

Job ID: 2940148 | Amazon Web Services EMEA SARL (Irish Branch)

Job Summary

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.

The Cloud Support Engineer Windows role provides support for AWS paid support customers running enterprise Microsoft workloads on EC2 Windows, including SQL Server, SharePoint, and Exchange, as well as associated roles such as Active Directory, IIS, etc. We additionally support migration and disaster recovery services for Windows products, Systems Manager, License Manager, and Lightsail services which are used by our customers for running global-scale enterprise HPC, SQL, Exchange, and web application workloads. We support the underlying hardware our services run on, as well as performance and networking issues at the OS-level. Apart from working on a broad spectrum of technical issues, a Cloud Engineer in AWS may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact-deflection initiatives, participate in hiring, write tools and scripts to help the team, or work with leadership on process improvements and strategic initiatives.

Key job responsibilities
Your day as a Cloud Support Engineer will include, but not be limited to, the following activities:

This role requires the ability to communicate effectively in English and Spanish (written and spoken)

  1. 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.
  2. 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.
  3. 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.
  4. You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
  5. You will act as interviewer in hiring processes, and coach/mentor new team members.

PLEASE NOTE: 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.

About the team
AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams. As a member of our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model. You will be 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.

BASIC QUALIFICATIONS

- 1+ years of software development, or 1+ years of technical support experience in English and Spanish language
- Experience troubleshooting and debugging technical systems
- Knowledge or experience with enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, MSSQL, Sharepoint, Exchange, Windows server, Single Sign On). Knowledge of Windows troubleshooting tools (Event viewer, Task manager, WinDbg, Windows Sysinternals, perfmon, WPR/WPA). Knowledge or Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN).

PREFERRED QUALIFICATIONS

- Understanding conversion technologies like disk format and resource monitoring (Physical to Virtual (P2V), and Physical to Cloud (P2C) conversion).
- Experience managing full application stacks from the OS up through custom applications, and knowledge on storage technologies.
- Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
- Understanding and/or experience with cloud computing and security concepts with any cloud platforms (AWS, Azure, Google Cloud).

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.

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.

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