Cloud Support Engineer (Analytics), 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. Amazon Web Services (AWS) 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 and 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 AWS as a leading technology organization? 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.

Key job responsibilities

Every day will bring new and exciting challenges on the job while you:

• Learn and use groundbreaking technologies.
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
• Interact with leading engineers around the world.
• Partner with AWS teams to help reproduce and resolve customer issues.
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
• Drive customer communication during critical events.
• Drive projects that improve support-related processes and our customers’ technical support experience.
• Write tutorials, how-to videos, and other technical articles for the developer community.
• Work on critical, highly complex customer problems that may span multiple AWS services.
• 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/scripts to help the team, or work with leadership on process improvement and strategic initiatives.
• Career development: We promote advancement opportunities across the organization to help you meet your career goals.
• Training: We have training programs to help you develop the skills required to be successful in your role.

A day in the life

• First and foremost this is a customer support role – in The Cloud.
• 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.
• As we operate on a follow-the-sun model, with Premium Support sites located globally, working hours and days are based on customer demand and may include weekends (on a rotational basis).

About the team Diverse Experiences: AWS 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. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture: Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth: We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship, and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance: We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Minimum Qualifications

• Experience in Business Analytics application, support, and troubleshooting concepts.
• Experience with System Administration and troubleshooting with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory).
• Exposure to Database Fundamentals and General Troubleshooting (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer).
• Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).

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