Cloud Support Engineer

1 week ago

Wellington, Wellington, New Zealand Amazon Full time

Job ID: 2900149 | Amazon Web Services New Zealand Limited

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.

In AWS Support (https://aws.amazon.com/premiumsupport/), every day will bring new and exciting challenges on the job. As you interact with leading engineers and customers around the world to build, troubleshoot, secure, and optimise their workloads. You will learn a diverse set of cloud technologies as you hone your advanced troubleshooting techniques. As you work with customers, you will apply what you learn to continuously improve our services and create internal as well as public tutorials and videos that enable others. A successful candidate is not expected to be a cloud expert prior to joining AWS, but securing a role as a Cloud Engineer in AWS Support is a great way to become one

Key job responsibilities
On a typical day, a Cloud Engineer will be primarily responsible for solving customers' issues through a variety of 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 to dive deep into the root cause of an issue.

Apart from working on a broad spectrum of technical issues, a Cloud Engineer in AWS may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact-deflection initiatives, participate in hiring, write tools and script to help the team, or work with leadership on process improvements and strategic initiatives.

Our division within the Support organisation is 'BigData/ETL'. In this team your primary focus will be on 11 AWS service, key among these will be Glue, Athena, and Amazon Managed Workflows for Apache Airflow (MWAA).

AWS Support needs to be ready to help customers at any time. To achieve this our local team works as part of a global follow the sun group. Therefore, this role works a non-standard week of Tue-Sat or Sun-Thu, but with no night shift or after hours oncall.

A day in the life
Every day will bring new and exciting challenges on the job while you:

- Learn and use latest technologies, specifically data processing with Glue, Athena, and Amazon Managed Workflows for Apache Airflow (MWAA).
- 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 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

AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

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

- Good depth of understanding of ETL (Extract, Transform, Load).
- Able to create ETL pipelines to extract and ingest data into data lake/warehouse with simple to medium complexity transformations and troubleshoot ETL job issues.
- Intermediate programming/scripting skills. Ideally in Java or Python, but will consider experience in other Object Oriented and Functional languages.
- Good understanding of Linux and Networking concepts.

PREFERRED QUALIFICATIONS

- Analysis and troubleshooting skills and experience.
- Intermediate to advanced expertise in ETL tools such as Talend, Informatica or similar.
- Knowledge of data management fundamentals and data storage principles.
- Experience integrating and managing large data sets from multiple sources.
- Be able to read and understand Python, Scala, Java and Shell code.

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.

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