Cloud Support Engineer

5 days ago

Dublin, Dublin City, Ireland Amazon Full time

Job ID: | Amazon Web Services EMEA SARL (Irish Branch)
Amazon Web Services is the market leader and technology forerunner in the Cloud business.
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.
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.

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 team that is passionate about cloud computing and believe that world-class support is critical to customer success.

Key Job Responsibilities:
- This is a customer support role in The Cloud.
- On a typical day, a Support Engineer will be primarily responsible for solving customer cases through various contact channels including 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/scripts to help the team, or work with leadership on process improvement and strategic initiatives to ensure better customer experience and compliance with global AWS standards, practices, and policies.

This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis.

A Day in the Life:
- 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 AWS 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.

About the Team:
AWS 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.

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.

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 empowers us to be proud of our differences.

Mentorship & 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.

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.

BASIC QUALIFICATIONS- Bachelor's degree OR equivalent experience in a technical position; 2+ years of relevant experience in a technical position (Support or System Administration)
- Proficiency in Systems Administration in Linux/Unix (Ubuntu, CentOS, RedHat, etc)
- Troubleshooting Linux OS and package management.
- Good understanding of Networking concepts like TCP/IP, DHCP, IP Routing, and Name Resolution.
PREFERRED QUALIFICATIONS- Knowledge or experience with troubleshooting OS issues using instance down, SSH issues, package management; Knowledge or experience of the networking OSI model; Experience analyzing, troubleshooting, and providing solutions for technical issues; Expertise with IPsec, VPN, Load Balancing, Iperf, MTR, Routing Protocols, SSH, Network Monitoring / Troubleshooting tool.
- Knowledge of LVM.
- Some programming/scripting experience (Java, Perl, Ruby, Python)
- Ability to communicate effectively in English (written and spoken) within technical and business settings.
Posted: August 13, 2024 (Updated 1 day ago)

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