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Cloud Support Engineer

2 weeks ago

Auckland City, New Zealand Amazon Web Services New Zealand Limited - C96 Full time

Bachelor’s degree in Information Science/Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field or equivalent work experience
- Good Knowledge of network security (SSL/TLS, Network
- and Web Application Firewalls, Intrusion - Detection and Prevention Services)
- Good OS knowledge oriented to maintenance and administrative purposes (Windows or Linux)
- Experience with Networking and troubleshooting (HTTP, TCP/IP, DNS, Routing and Switching, Load Balancing)

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 and focuses on our Networking services such as Elastic Load Balancing, Auto Scaling, Cloud Watch, Route 53, VPC (Virtual Private Cloud). 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.
- Experience configuring virtual server environments
- Knowledge/experience in configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto etc.
- Experience configuring software-based Load Balancing solutions
- Good understanding of security best practices
- Good understanding of distributed computing environments and methodologies
- Good Knowledge managing domain transfers, records and DNS security.
- Experience troubleshooting networking issues using several tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related).
- Experience in monitoring IT services.