Cloud Support Engineer - Windows, AWS Support

Job Description

About Us

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.

Responsibilities

• 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 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. 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.

Basic Qualifications

• 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.
• Knowledge/experience in enterprise systems administration in Windows Server and related services (Active Directory, DNS, IIS, MSSQL).
• Knowledge of Windows troubleshooting tools (WinDbg, Windows Sysinternals, perfmon, WPR/WPA).

Preferred Qualifications

• Experience with System Administration with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory, Exchange).
• Experience in Networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing.
• Experience with Network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools).
• Experience with programming/scripting (Batch, VB, PowerShell, Java, C#, Chef, Perl, Ruby and/or PHP).
• Strong analysis and troubleshooting skills and experience.
• Experience managing full application stacks from the OS up through custom applications.
• Exposure to Virtualization (Hyper-V, VMware, Xen).
• Good understanding of distributed computing environments.
• Exposure to security concepts/best practices.
• Knowledge of storage technologies.
• Experience with Cloud services and Cloud deployments.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.