Cloud Support Engineer

2 days ago

Dublin, Dublin City, Ireland Amazon Full time

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 Big Data (Distributed Processing) role supports our services that leverage data and produce business insights, which include hadoop ecosystem and component/applications: Apache Spark, Apache Hive, Presto, Map-Reduce, Zookeeper, HBASE, HDFS, YARN and Pig.
In this role, engineers interact with customers that reach out to AWS via email, chat or phone, helping our customers use and integrate Big Data services in what is arguably our industry's most exciting space.
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 addition, engineers also work on team functions, automation/optimization projects and continually work on improving operational efficiency.

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.
The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success.
AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

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.

Basic Qualifications: 1+ years of software development, or 1+ years of technical support experienceExperience troubleshooting and debugging technical systemsKnowledge OR experience in Hadoop Administration, troubleshooting and problem solving skills (Any three applications: Apache Spark, Apache Hive, Presto, Map-Reduce, Zookeeper, HBASE, HDFS, YARN and Pig.)
Good understanding and troubleshooting of File formats, Linux, Networking concepts and protocols (DNS, TCP/IP, DHCP, HTTPS, OSI Model, Filesystems, disk space, Memory, CPU issues, Security, Encryptions etc.
), JVM concepts. Preferred Qualifications: A strong understanding of how data should be handled in MapReduce and with other Hadoop components is essential.Effectively to identify Resource performance bottlenecks, resource utilization efficiency and parallelism and provide strategies for optimizing performanceIntermediate knowledge on one or more programming languages.
Knowledge or experience with administration and troubleshooting with docker and KubernetesKnowledge or experience in various big data or distributed systems (NoSQL, search and streaming)Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud). A day in the life
Your day as a Cloud Support Engineer will include, but not be limited to, the following activities:
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.

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.

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.

You will be continuously learning innovative technologies, and developing new technical skills and other professional competencies.

You will act as interviewer in hiring processes, and coach/mentor new team members.

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.

About AWS
Diverse Experiences
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.
If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

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 empower us to be proud of our differences.
Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

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.
When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
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