Cloud Support Engineer

4 weeks ago

bangalore, India AWS India - Karnataka Full time
Amazon Web Services is the global market leader and technology forerunner in the Cloud business. As a member of the AWS Support team in Amazon Web Services (AWS), 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 in India 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 passionate about cloud computing, and believe that world class support is critical to customer success.
Key job responsibilities
Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.
•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.
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
First and foremost, this is a Technical 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.
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 CX and compliance with global AWS standards, practices and policies.
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.
We hire smart 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.
Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
This Analytics role supports our services that focus on Analytics technologies, including OpenSearch/ElasticSearch , Kafka ,Kinesis.
About the team
AWS Support Engineering is a customer-facing global organization that provides technical support to our customers as well as our internal teams. As a member our team, you will be at the forefront of this transformational technology, operating on a follow-the-sun model. You will be 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.
We are open to hiring candidates to work out of one of the following locations:
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND

BASIC QUALIFICATIONS

- Bachelor’s degree OR equivalent experience in a technical position.
- Requires minimum of 2+ years of experience in relevant technical position
- Exposure to open-source products like Elasticsearch /OpenSearch OR exposure to streaming services like Kafka / Kinesis. Exposure to Database Fundamentals and General Troubleshooting (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer)
- Experience in Business Analytics application support, and troubleshooting concepts
- Understanding of System Administration and troubleshooting with Linux and/or Microsoft Windows Server and associated technologies
- Understanding of Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, URL or related)

PREFERRED QUALIFICATIONS

- Expertise in search services products like Elasticsearch / Solr OR expertise in streaming services like Kafka / Kinesis. Expertise in Data warehouse (example Redshift, Teradata, Exadata or Snowflake)
- Knowledge or experience with distributed search, conceptual search understanding, text parsing analysis, tokenization, databases vs search services, data skew, fault tolerance etc.
- Knowledge or experience with data streaming concepts such as producer, consumer, broker, controller/leader zookeeper, distributed architecture topics, replicas, partitions.
- Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
- Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
- Knowledge of security concepts/best practices in securing application architectures from external threats.

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