Job ID: 2815639 | Amazon Web Services Australia Pty Ltd
Amazon Web Services (AWS) is the market leader and technology forerunner in the Cloud business. 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.
If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.
Key job responsibilitiesEvery day will bring new and exciting challenges on the job while you:
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.A day in the lifeFirst and foremost this is a customer support role – in The Cloud. On a typical day, a Support Engineer will be primarily responsible for solving customer's cases through a variety of customer contact channels which include 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/script to help the team, or work with leadership on process improvement and strategic initiatives.
BASIC QUALIFICATIONSExposure to streaming technologies (Kafka, Kinesis, Rabbit MQ). Log analysis and General Troubleshooting (tuning and optimisation, Search and Indexing Operations, mapping, monitoring) understanding on Elastic Stack (Elastic, Logstash, Beats, Kibana, Fluentd etc) and knowledge on Opensearch APIs.Experience in Business Analytics application, support, and troubleshooting concepts.Experience with System Administration and troubleshooting with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory).Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).Experience with Apache Flink, Apache Spark.Bachelor's degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position.PREFERRED QUALIFICATIONSExperience in a customer support environment.Experience analyzing, troubleshooting, and providing solutions to technical issues.Understanding of Cloud Computing concepts.Experience scripting or developing in at least one of the following languages: Python, R, Ruby, GO, Java, .NET (C#), JavaScript.Good understanding of distributed systems.Exposure to Database Fundamentals and General Troubleshooting (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer).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.
Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.
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