Cloud Support Engineer - Containers, AWS Support Engineering

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 world-wide markets.

Amazon is strongly committed to diversity, and our inclusive culture empowers Amazonians to deliver the best results for our customers. If you are a person with a disability and require adjustments to your interview please let us know. We have specialist teams who manage disability accommodations for candidates through the recruitment process.

Key job responsibilities

1. Your day as a Cloud Support Engineer will include, but not be limited to, the following activities:
2. 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.
3. 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.
4. 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.
5. You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
6. 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.

A day in the life

The Cloud Support Engineer - Containers role supports services that focus on Containerization including Elastic Kubernetes Service (EKS), Elastic Container Service (ECS), Elastic Container Registry (ECR), Fargate, App Mesh, Batch. In this role, engineers interact with customers that reach out to AWS via email, chat or phone, helping our customers automate the management, scaling and deployment of containerized applications.

About the team

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply.

Minimum Qualifications

1. 1+ years of software development experience
2. 2+ years of technical support experience with troubleshooting and debugging technical systems
3. Experience working with any of the container orchestration management tools such as Kubernetes, Docker Swarm. Basic understanding of Container networking
4. Good understanding of Linux, Networking concepts and protocols (DNS, TCP/IP, DHCP, HTTPS, OSI Model, Filesystems, disk space, Memory, CPU issues)
5. Bachelor's degree in computer science or equivalent
6. Knowledge or experience with application deployment pipelines (Git, SCM, Chef, Puppet, Jenkins, Ansible, or related tools), Docker and Kubernetes.
7. Experience working with IaC (Terraform, CDK, Cloudformation) or with any one scripting language.
8. Knowledge of the complete deployment lifecycle (design, build, test, deploy) including deployment methods such as Blue/Green, Rolling Deployments.

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.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information.