Cloud Support Engineer

Strong Unix/Linux or Windows system administration skills
- Knowledge of client/server and distributed systems architectures.
- Knowledge of filesystem, block and object storage.
- Knowledge of Storage architectures and backup/DR strategies
- Good understanding of networking protocols: DNS, HTTP, SSL, SFTP, TCP and UDP.
- Bachelor’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 OR equivalent military experience.
- 3+ years of professional experience

Job summary

ABOUT US

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.

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.
- 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.

WHY AWS SUPPORT?
- First and foremost this is a customer support role - in The Cloud
- Apart from working on a broad spectrum of technical issues, an AWS Support Engineer 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.
- 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.We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet.
- Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.
- As we operate on follow-the-sun model, you may be required to work a staggered week; either Sun-Thu or Tue-Sat (no on-call)

This role supports our services that focus on distributed, cloud infrastructure of AWS S3 storage, Storage Gateway, Glacier, EFS, FSx for lustre, Snowball, AWS Transfer for SFTP, Datasync and AWS backup. Our support engineers are also the “voice of the customer” and have a strong voice in to the development teams for recurring issues or feature requests.

Want to know what’s it like to be a Support at AWS? Take a look
- Experience troubleshooting filesystem, block and object storage
- Experience with scripting (i.e. bash, Python, PowerShell etc.)
- Detailed knowledge of storage protocols: iSCSI, NFS, SMB
- Expertise with network troubleshooting and tools e.g. iperf, MTR, traceroute, dig,
- Prior working experience with AWS e.g. AWS S3 storage, Storage Gateway, EFS and AWS Backup.
- Experience with Cloud architecture patterns and distributed computing concepts
- Experience working with REST API based services
- Exposure to OS and networking security concepts and standard methodologies.
- Strong written, verbal, and documentation skills to effectively communicate with customers and peers

What if I’m not an expert in all the preferred qualifications listed on the job description?

That’s okay. That’s our preferred list, not a required listed. We hire smart people who can dive deep so we’re more interested in the areas that you do know instead of those you haven’t been exposed to yet. Speak to an AWS recruiter and we will be happy to provide you with more information about this role or guide you to the best possible match for your profile and your career interests.

Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.