Cloud Support Engineer

1 week ago

Old Toronto, Ontario, Canada Amazon Full time
About the Role

We are seeking a highly skilled Cloud Support Engineer to join our team at Amazon. As a Cloud Support Engineer, you will play a critical role in providing technical support to our customers and internal teams, leveraging your expertise in cloud technologies to drive customer success.

Key Responsibilities
  • Customer Support: Provide timely and effective support to customers through various contact channels, applying advanced troubleshooting techniques to resolve complex issues.
  • Process Improvement: Drive initiatives to enhance support-related processes and customer experience, including creating tutorials, how-to videos, and technical articles.
  • Technical Collaboration: Collaborate with internal AWS teams to provide feedback on improving services and work on critical customer problems that span multiple AWS services.
  • Continuous Learning: Stay up-to-date with groundbreaking technologies and develop new technical skills and professional competencies.
  • Leadership and Development: Act as an interviewer in hiring processes and coach/mentor new team members.
Requirements
  • 1+ years of software development or technical support experience
  • Experience troubleshooting and debugging technical systems
  • Knowledge or experience with system administration, and troubleshooting any operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, load balancing, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related)
  • Knowledge or experience of the networking OSI model with understanding of protocols such as VLAN, IPSEC, TCP, SSL, DNS, OSPF and BGP and understanding of virtualization (Hypervisors, VMware, Xen)
Preferred Qualifications
  • Bachelor's degree in computer science or equivalent
  • Experience managing full application stacks from the OS up through custom applications, following best security practices for network and web application firewall
  • Knowledge or experience with configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto, etc.
  • Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud)
  • Experience scripting or developing in one or more of the following languages: UNIX Shell, Python, R, Ruby, GO, Java,.NET (C#), JavaScript
  • Knowledge of security concepts/best practices in securing application architectures from external threats

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