Cloud Support Engineer (Senior) - Linux

AWS Support is at the forefront of transformational technology, assisting a global list of industry-leading companies that are taking advantage of a growing set of services and features to run their mission-critical applications.

Support Engineering helps our customers on technical issues and provides additional guidance to operate their infrastructures in the cloud.

In addition to traditional IT break-fix, we provide customers with proactive planning, advisory, architectural and cloud expertise to help achieve business outcomes with increased speed and scale.

Job Description

We are looking for an experienced Linux engineer to join the AWS Support EC2 Linux technical domain supporting a global list of AWS customers on general guidance, how-to advice, best practice help, troubleshooting, and operational support over email, chat and calls.

As a Cloud Support Engineer at AWS, you will use your engineering expertise and skills to provide high quality technical solutions that help customers achieve their business goals.

You dive deep into complex questions to find the root cause and ensure the customer's specific requirements are fulfilled.

Customers consult you about their plans and problems through various contact channels including telephone, email, and web / live chat.

You listen carefully to fully understand each customer's concerns and requirements.

You guide customers by sharing facts that are backed by your troubleshooting findings and log data.

You will have the opportunity to deepen and broaden your technical expertise, engage with a wide range of customers from the smallest startups to the largest enterprises, and enjoy work-life balance.

You'll frequently co-work with Technical Account Managers, Solution Architects, and Business Development Managers to ensure solution alignment and excellent customer experience.

You engage with AWS subject matter experts and AWS service development teams across the world when needed.

Every day will bring exciting challenges and include learning new skills.

Mentorship and coaching are very important at AWS - Experienced Amazonians are on-hand to mentor you throughout your career at AWS.

Position Requirements

The Linux role supports our services that focus on compute technologies.

This role supports customer compute-focused services on AWS such as EC2 Linux.

The ideal candidate will assist customers with workload migration to AWS, general and architectural support.

Advanced Linux and Networking skills are required.

A high level of proficiency across Linux and Network administration in an enterprise level is essential.

Key Job Responsibilities

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 groundbreaking technologies, and developing new technical skills and other professional competencies.

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. 4+ years of technical support experience
2. Experience in network and operating system support
3. Experience with networking and troubleshooting (TCP / IP, DNS, routing, switching, firewalls, LAN / WAN, traceroute, iperf, dig, cURL or related) at an advanced level

Preferred Qualifications

1. Bachelor's degree in computer science, engineering, analytics, mathematics, statistics, IT or equivalent

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.

In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates.

We are required by law to verify your ability to work lawfully in South Africa.

Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.