Cloud Support Engineer
2 weeks ago
Job ID: 2880038 | Amazon Web Services Australia Pty Ltd
AWS Elemental is the leading supplier of software-defined video solutions for multiscreen content delivery and we are looking for a Technical Support Engineer to join our Global Technical Support Team.
In this role, you will own customer issues throughout their complete lifecycle while providing knowledgeable and responsive technical support for our enterprise customers. Our customers include small and large enterprise customers and includes on-premises and cloud-based workflows. You will be responsible for issue investigation, identifying software defects, in-depth and complex repro cases across multiple products and services, workarounds, and researching innovative or unfamiliar technologies. This is a complex, fast-paced, and high-throughput environment where frequent context shifting and multi-tasking is required. As an engineer on the team, there are additional expectations of leadership and expertise in multiple disciplines.
Key job responsibilities
In this role, you will:
1. Track, investigate, and resolve customer questions and issues by phone and email at various levels of complexity and customer impact.
2. Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations while working independently.
3. Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds, and defect resolution.
4. Develop and implement the most complex repro cases to identify potential software defects, misconfigurations, or issues in customer environments.
5. Use case management tools to manage and prioritize issues based on multiple factors including customer impact.
6. Act as a role model to other support engineers, leading discussions, proactively solving issues, and identifying and removing blockers for the entire team.
7. Develop training material and documentation for both internal and customer-facing user community portals.
8. Deliver field support services to customers, including product troubleshooting, as well as basic implementation and ad hoc training services.
9. Standard working hours as part of global 24x7 on-call rotation for post-sale customer support.
A day in the life
Deliver exceptional customer service by owning customer issues raised via case portals, emails, or calls. Empower customers by creating technical knowledge and training articles. Provide deep technical knowledge reproducing and analyzing media workflows. Build meaningful relationships with customers and operators via calls and case management. Advocate for customer needs by acting as the Voice of the Customer, using knowledge to influence product design and strategy.
BASIC QUALIFICATIONS
- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.
- Experience working in enterprise-level technical/customer support.
- Experience with Linux operating systems, particularly with networking and system administration.
- Experience with LAN configuration, Internet protocols, server applications, and related troubleshooting tools.
PREFERRED QUALIFICATIONS
- Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264, and MPEG-2 technologies.
- Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and/or file-based workflows.
- Experience with Cloud Computing, especially Amazon Web Services; excellent hardware/software problem-solving skills and ability to navigate challenging situations in a professional manner with minimal guidance.
- Familiarity with one or more Linux-based scripting languages (e.g. Python, Bash, JavaScript, etc.).
- Ability to effectively gauge customer impact and temperature to prioritize issue investigation.
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