Cloud Support Engineer - Infrastructure as Code

DESCRIPTION

ABOUT US
Amazon Web Services 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.

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?

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.

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.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

1. Learn and use groundbreaking technologies.
2. Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
3. Interact with leading engineers around the world.
4. Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
5. Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
6. Drive customer communication during critical events.
7. Drive projects that improve support-related processes and our customers' technical support experience.
8. Write tutorials, how-to videos, and other technical articles for the developer community.
9. Work on critical, highly complex customer problems that may span multiple AWS services.

WHY AWS SUPPORT?

1. First and foremost this is a customer support role - in The Cloud.
2. 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.
3. 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.
4. Career development: We promote advancement opportunities across the organization to help you meet your career goals.
5. Training: We have training programs to help you develop the skills required to be successful in your role.
6. Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
7. As we operate on a follow-the-sun model, with Support sites located globally, there is no after hours on-call or mandated overtime in this role.

BASIC QUALIFICATIONS

• 1+ years of software development, and 1+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience working with at least one of the IaC tools (Cloudformation, Terraform, CDK) and one of Configuration Management tools (AWS OpsWorks, Chef, Puppet, Ansible). Good understanding of Linux, Networking concepts and protocols (DNS, TCP/IP, DHCP, HTTPS, OSI Model, Filesystems, disk space, Memory, CPU issues, Security, Encryptions etc.).

PREFERRED QUALIFICATIONS

• Knowledge or experience with application deployment pipelines (Git, SCM, Chef, Puppet, Jenkins, Ansible, or related tools), Docker and Kubernetes.
• Knowledge of the complete deployment lifecycle (design, build, test, deploy) including deployment methods such as Blue/Green, Rolling Deployments.
• Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
• Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).

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.