Cloud Support Engineer

Bachelor of Science in Computer Science, Information Technology or similar discipline (or equivalent experience)
- Strong understanding of networking protocols: DNS, HTTP, SSL, TCP and UDP.
- Good Unix/Linux or Windows system administration skills
- Knowledge of client/server and distributed systems architectures.
- 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)

Want to know what’s it like to be a Support at AWS? Take a look
- Understanding of Content Delivery Networks
- Experience with scripting (i.e. bash, Java Script, Node JS, Python, PowerShell etc.)
- Expertise with network troubleshooting and tools e.g. iperf, MTR, traceroute, dig,
- Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming)
- Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies
- Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and file based workflows
- Experience with Cloud Computing, especially Amazon Web Services
- Experience with Cloud architecture patterns and distributed computing concepts
- Messaging and Queueing experience
- 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

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.