Cloud Support Engineer

2 days ago

Auckland, Auckland, New Zealand Amazon Full time

Job ID: 2874840 | Amazon Web Services New Zealand Limited========================Amazon Web Services (AWS) 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 & 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 helping to ensure the success of 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 responsibilitiesEvery 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.Coach/mentor new hires, develop & 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.Career development: We promote advancement opportunities across the organization to help you meet your career goals.Training: We have training programs to help you develop the skills required to be successful in your role.A day in the lifeFirst 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.
As we operate on a follow-the-sun model, with Premium Support sites located globally, working hours and days are based on customer demand and may include weekends (on a rotational basis).BASIC QUALIFICATIONSExperience in Business Analytics application, support, and troubleshooting concepts.Experience with System Administration and troubleshooting with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory).Exposure to Database Fundamentals and General Troubleshooting (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer).Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).PREFERRED QUALIFICATIONSBachelor's degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position.Understanding of Cloud Computing concepts.Experience in a customer support environment.Experience analyzing, troubleshooting, and providing solutions to technical issues.Familiar with data warehousing and ETL process.Experience scripting or developing in at least one of the following languages: Python, R, Ruby, GO, Java, .NET (C#), JavaScript.Our 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information.Posted: December 5, 2024 (Updated about 18 hours ago)Posted: January 8, 2025 (Updated 6 days ago)Posted: November 12, 2024 (Updated 6 days ago)Posted: November 12, 2024 (Updated 8 days ago)Posted: January 6, 2025 (Updated 14 days ago)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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