Cloud Support Engineer

5 days ago

Auckland, New Zealand Amazon Full time

Cloud Support Engineer (Media and Content Delivery), Support EngineeringJob ID: 2866097 | Amazon Web Services New Zealand LimitedAmazon Web Services is the market leader and technology forerunner in the Cloud business.
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 and tactics to get the most out of their Product and Support investment.The Cloud Support Engineer - Media and Content Delivery supports and focuses on our Media and Content Delivery services such as Cloudfront, Simple Email Service, Lambda@Edge, Transfer Accelerator, Deadline, AWS Elemental services, Kinesis Video streams, and Elastic Transcoder.WHAT CAN YOU EXPECT FROM A LIFE AT AWS?Every day will bring new and exciting challenges on the job while you:Learn and use groundbreaking 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.WHY AWS SUPPORT ENGINEERING?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 and present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/scripts to help the team, or work with leadership on process improvement and strategic initiatives.BASIC QUALIFICATIONSExperience with System Administration and troubleshooting in Linux and/or WindowsExperience with Networking and troubleshootingExperience operating and troubleshooting email servicesPREFERRED QUALIFICATIONSUnderstanding of Content Delivery NetworksUnderstanding of streaming video, digital video, and audio standards (e.g., H264, MP4, HEVC)Knowledge of video packaging and delivery mechanisms (e.g., HLS, DASH, CMAF, RTMP)Experience with messaging and queueingExperience in scripting (e.g., Bash, Java, Python, Powershell)Understanding of Cloud Computing conceptsOur inclusive culture empowers Amazonians to deliver the best results for our customers.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit here for more information.Posted: January 6, 2025 (Updated 1 day ago)
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