Cloud Support Engineer-I, GovCloud Support Team (US)
The AWS Premium Support team is seeking experienced Support Engineers providing world-class support on all AWS offerings (http://aws.amazon.com/). Our customer facing Engineers resolve customer technical issues ranging from EC2 Linux general guidance through technical deep-dives identifying and resolving complex Big Data (EMR, Data Pipeline) configuration and third-party integration issues. Support Engineers also develop many of their own tools and interact heavily with their peers developing the offerings.Apart from working on a broad spectrum of technical issues, AWS Support Engineers 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.Our Engineers are also the “voice of the customer” and have a strong voice into the development teams for recurring issues or feature requests. A suitable candidate would be someone who is extremely customer focused, who could multi-task and utilize both written & verbal communication skills to help our diverse range of customers resolve their complex technical issues.This role requires the flexibility to work 5 days a week (occasionally on nights or weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday - Saturday or Monday - Friday.Key job responsibilitiesEvery day will bring new and exciting challenges on the job while you:• Learn and use innovative technologies• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs• Interact with leading engineers around the world.• Partner with Amazon Web Services 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 servicesA day in the life• 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 issueAbout the teamAbout AWS 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 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- 1+ years of software development, or 1+ years of technical support experience- Experience troubleshooting and debugging technical systems- Bachelor's degree in computer science or equivalent, or 6+ months of technical support experience- Knowledge or experience with system administration, and troubleshooting any operating system (Linux and/or Windows)- Knowledge of networking concepts, protocols, and tools (including HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related)- Understanding of virtualization and cloud computing ...