Cloud Support Engineer

DESCRIPTIONAmazon Web Services is the market leader and technology forerunner in the Cloud business 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 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 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 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 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 AWS Support is 24x7x365 operations and work timings for this role is in India night time i e 7 PM to 4 AM IST or 11 PM to 8 AM IST You are expected to work in any of these night shifts based on business requirements A day in the life Learn and use ground breaking 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 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 empower 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 BASIC QUALIFICATIONS- Bachelor s degree OR equivalent experience in a technical position 2 years of relevant experience in a technical position Support or System Administration - Mysql SQL Server - DB performance tuning and troubleshooting Experienced at setting up monitoring alarming for production DB environments Some experience with NoSQL technologies like DynamoDB Redis MongoDB Cassandra or Riak Linux Windows system administration fundamentals - Experienced with Linux Windows system monitoring and analysis Good understanding of distributed computing environments Good understanding on DNS TCP IP protocols Excellent troubleshooting skills with customer service experience strong customer focus PREFERRED QUALIFICATIONS- Experience with query analyzers and query tuning slow query optimization etc Exposure to Virtualization VMware Xen Hypervisor Prior working experience with AWS - any or all of EC2 S3 EBS ELB RDS Dynamo DB EMR - Exposure to security concepts best practices Understanding on IPsec VPN Load Balancing Iperf MTR Routing Protocols SSH Network - Monitoring Troubleshooting tools Experience in managing full application stacks from the OS up through custom applications - Self-starter who is excited about learning new technologies on a regular basis Ability to communicate effectively in English written and spoken within technical and business settings