Cloud Support Engineer - Databases Oracle, PostgreSQL (DBPo), AWS Support Engineering

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 Database role supports a wide range of Database technologies hosted on the Amazon Web
Services (AWS) platform which includes Amazon Aurora, AWS Database Migration Service,
Oracle, PostgreSQL, and DocumentDB. These database solutions are used by our customers as
cost-effective and highly reliable options to power their mission-critical applications. In this
role, you will be responsible for ensuring the optimal performance, availability, and security of
these database systems, while also providing expert-level support and troubleshooting
assistance to our customers. Apart from working on a broad spectrum of technical issues, a
Cloud Engineer in AWS may also coach/mentor new hires, develop & present training, partner
with development teams on complex issues or contact-deflection initiatives, participate in
hiring, write tools and script to help the team, or work with leadership on process
improvements and strategic initiatives.

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.

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 experience
- Experience troubleshooting and debugging technical systems
- Good Knowledge/experience in administration and troubleshooting for one or more of the given Database engines: Oracle/PostgreSQL/Amazon Aurora PostgreSQL. Good Knowledge of database installation process, performance tuning, Database engine agnostic fundamentals, basic optimization of database and database migrations. Knowledge or experience of Linux operating system including file manipulation, system monitoring commands. Knowledge of Open System Intercommunication (OSI) model and application of networking concepts and commands to troubleshoot network issues.

PREFERRED QUALIFICATIONS

- Experience with Database troubleshooting, performance tuning, query analyzers and query tuning/slow query optimization.
- Experience with setting up monitoring/alarming for Database environments.
- Knowledge in administering database engines and managing high availability (HA) and disaster recovery (DR) topologies.
- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
- Experience with NoSQL technologies like DynamoDB, Redis, MongoDB or Cassandra.

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas.

Posted: February 28, 2025 (Updated 4 days ago)