The Networking role supports and focuses on our Networking services such as Elastic Load Balancing, Cloud Watch, Route 53, VPC (Virtual Private Cloud). VPN, DX, VPC-TGW (Transit Gateway), WAF, Client VPN and Network Firewalls. These services and technologies help our customer's technology implementations and operations for onboarding to cloud networks. Utilizing these networking services customers can foray into exciting cloud frontiers via execution of large and complex migration plans for existing on-premise client environments onto AWS Cloud, leading efforts to drive existing cloud architecture growth through new AWS service subscriptions.
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.
PLEASE NOTE: 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.
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.
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
- Minimum of 3+ years of related professional experience and bachelor’s degree in Engineering/Computer Science/ Mathematics or any related field or equivalent military experience.
- Experience with system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
- Experience with troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related). Experience with networking OSI model and protocols such as VLAN, IPSEC, TCP, SSL, DNS and BGP. Ability to communicate effectively in English (written and spoken) within technical and business settings.
PREFERRED QUALIFICATIONS
- Experience managing full application stacks from the OS up through custom applications, following best security practices for network and web application firewall.
- Knowledge or experience with configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto, etc.
- 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.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.