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Description
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?
If you fit the description, you might be the person we are looking for! We are a team that is passionate about cloud computing, and believe that world class support is critical to customer success.
Key job responsibilities
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First and foremost this is a customer support role – in The Cloud.
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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.
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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 to ensure better customer experience and compliance with global AWS standards, practices and policies.
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Career development: We promote advancement opportunities across the organization to help you meet your career goals.
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Training: We have training programs to help you develop the skills required to be successful in your role.
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We hire people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
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Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
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As we operate on a follow-the-sun model, with sites located globally, there is no after hours on-call or mandated overtime in this role.
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AWS Support Engineering is 24/7/365 operations and shift work will be required in afternoon i.e. 1 PM to 10 PM IST
A day in the life
Every day will bring new and exciting challenges on the job while you:
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Learn and use ground breaking technologies.
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Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs.
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Interact with leading engineers around the world.
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Partner with AWS teams to help reproduce and resolve customer issues.
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Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
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Drive customer communication during critical events.
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Drive projects that improve support-related processes and our customers’ technical support experience.
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Write tutorials, how-to videos, and other technical articles for the developer community.
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Work on critical, highly complex customer problems that may span multiple AWS services
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
BASIC QUALIFICATIONS
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Bachelor’s degree OR equivalent experience in a technical position
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Requires minimum 2+ years of experience in the relevant technical position
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Experience troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related)
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Good Knowledge of network security (SSL/TLS, Network- and Web Application Firewalls, Intrusion Detection and Prevention Services)
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Good Knowledge managing domain transfers, records and DNS security (DNSSEC and DNS Filtering)
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Good OS knowledge oriented to maintenance and administrative purposes (Windows or Linux)
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Experience with Networking and troubleshooting (HTTP, TCP/IP, DNS, Routing and Switching, Load Balancing)
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Experience in monitoring IT services and good command of associated technologies
PREFERRED QUALIFICATIONS
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Experience configuring and troubleshooting software-based (IPsec & SSL) VPN solutions such as Openswan, Libreswan, Strongswan, Quagga, pfSence, Vyatta and/or Windows
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Experience configuring and troubleshooting hardware VPN devices such as Cisco, Juniper, SonicWall, Fortinet, Checkpoint, Palo Alto and Yamaha
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Experience managing full application stacks from the OS up through custom applications
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Demonstrated proficiency in network administration (DNS, BGP, Load Balancing)
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Understanding of firewall concepts and rules
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Understanding of hardware or software Load Balancers in a large data center environment
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Systems administration in Linux/Unix or Windows
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Excellent network analysis fundamentals and robust troubleshooting skills
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Strong customer focus and ownership
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Excellent oral and written communication skills
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Scripting/Programming experience
