Cloud Support Engineer

2 months ago

Bengaluru, India AWS India - Delhi 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 Private Limited (AWS India), 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 in India. 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 group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

Key job responsibilities
A Cloud 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 Cloud 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.
As a Cloud Support Engineer in Database team you'll be working on a variety of database technologies such as PostgreSQL, Oracle, DocumentDB, Database Migration Service, MySQL, SQL Server etc.

A day in the life
Every day will bring new and exciting challenges on the job while you:
· Learn and use latest technologies in Cloud.
· Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
· Interact with leading engineers around the globe.
· Partner with Amazon teams to help reproduce and resolve customer issues.
· Be the voice of the customer to provide feedback to internal Amazon 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.
· Prepare tutorials, how-to videos, and other technical articles for the AWS community.
· Work on critical, complex and diverse 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

- - Bachelor's degree OR equivalent experience in a technical position
- - Requires minimum of 2+ yrs experience in Database Administration (Installation, Configuration, Backup/Recovery, High Availability, Replication, monitoring etc.)
- - DB performance tuning and troubleshooting
- - Basic knowledge on Linux fundamentals
- - Basic knowledge on networking fundamentals
- - Excellent oral and written communication skills
- - Excellent troubleshooting skills with strong customer focus
- - Self-starter who is excited about learning new technologies on a regular basis

PREFERRED QUALIFICATIONS

- - Experience with DB Query Analyzers, query tuning/slow query optimization etc.
- - Exposure to Virtualization technologies (VMware, Xen, Hypervisor)
- - Prior working experience with AWS - any or all of EC2, S3, EBS, RDS, Dynamo DB
- - Exposure to security concepts and best practices
- - Understanding of 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

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