Immediate Start Cloud Support Engineer II
7 days ago
Are you a tech enthusiast who speaks Portuguese and English? Join Latin America's premier AWS engineering team in Mexico and help shape the future of cloud technology
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.
In this role, engineers provide Technical Support to various Linux services that focus on AWS Compute Technologies such as EC2 Core/Linux, Elastic Block Store (EBS), LightSail, ElastiCache, Outposts, Systems Manager and many other services that enable customers to run their workloads on AWS. Engineers develop Subject Matter Expertise in one or more areas of the above services and 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 also work on team functions and projects and continually work on improving operational efficiency.
Key job responsibilities
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 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.
6. 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
- Minimum of 3+ years of related professional experience and bachelor’s degree in Engineering/Computer Science/ Mathematics or any related field or equivalent military experience.
- Experience with system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
- Experience with OS administration (boot process, filesystems) and troubleshooting disk space issues, booting issues and OS logs.
- Experience with security in Linux (filesystem permissions).
- Ability to communicate effectively in English and Portuguese (written and spoken) within technical and business settings.
PREFERRED QUALIFICATIONS
- Understanding of applications such as Apache, NginX, MySQL, and installing software using the different package managers.
- Understanding of 3-tier web application, and which components are stateful and which are stateless.
- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
- Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
- Knowledge of security concepts/best practices in securing application architectures from external threats.
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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