Linux Cloud Support Engineer

Job ID: 2926568 | Amazon EU SARL, Irish Branch

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.

Linux engineers provide technical support for various Linux services that focus on AWS compute and migration technologies such as EC2 Core/Linux, Elastic Block Store (EBS), ElastiCache, LightSail, Outposts, Systems Manager, Workspaces, FSx for NetApp ONTAP, Elastic Disaster Recovery, Application Migration Service, Application Discovery Service, Migration Hub, and other services that enable customers to run their workloads on AWS. Engineers develop Subject Matter Expertise in one or more services. Engineers also collaborate with internal teams to provide the required support services to AWS customers. In this role, engineers interact with customers that reach out to AWS via email, chat, or phone. In addition, engineers work on team functions and automation/optimization projects and continually work on improving operational efficiency.

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

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 new, innovative 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.

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.

- 1+ years of software development, or 1+ years of technical support experience
- Ability to communicate effectively in English and Spanish-language (written and spoken)
- Experience troubleshooting and debugging technical systems
- Knowledge or experience with system administration, and troubleshooting any operating system (Linux and/or MacOS) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).

- Knowledge or experience with OS administration (boot process, filesystems, process management) and troubleshooting disk space issues, booting issues and OS logs, standard OS performance monitoring tools.
- Understanding of security in Linux including filesystem permissions, managing users and groups.
- Understanding of applications such as Apache, NginX, MySQL, and installing software using the different package managers.
- Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
- Understanding of cloud computing concepts and/or experience 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.