Cloud Support Engineer (DTS), 7312 - SE

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Sector: Engineering, Technology
Role: Professional
Contract Type: Permanent
Hours: Full Time

DESCRIPTION

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.

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 worldwide markets.

The SCD role supports our services that focus on distributed cloud infrastructure over which customers build their applications to serve their end users. The supported services include technologies across Data and Storage (AWS S3 storage, Snowball, AWS Transfer for SFTP, Datasync, AWS Backup, Amazon Elastic File System, File Cache, Storage Gateway, Glacier), Content delivery (Cloudfront, Simple Email Service), and Media and Streaming technologies (AWS Elemental Media Services, Kinesis Video Streams, Interactive Video Service, Elastic Transcoder).

Key job responsibilities:

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, and 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.

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

• 4+ years of Technical support experience
• Experience with networking protocols: DNS, HTTP, SSL, TCP, and UDP.
• Unix/Linux or Windows system administration skills.
• Knowledge of client/server and distributed systems architectures.
• Knowledge of filesystem, block, object storage, Storage architectures, and backup/DR strategies.
• Knowledge of AWS S3.
• High School Diploma as a minimum.

PREFERRED QUALIFICATIONS

• Experience troubleshooting filesystem, block and object storage.
• Experience with scripting (i.e. bash, Python, PowerShell, etc.)
• Detailed knowledge of storage protocols: iSCSI, NFS, SMB.
• Experience with network troubleshooting and tools e.g. iperf, MTR, traceroute, dig.
• Prior working experience with AWS e.g. AWS S3 storage, Storage Gateway, EFS, and AWS Backup.
• Experience working with REST API based services.
• Exposure to OS and networking security concepts and standard methodologies.

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.

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