Key job responsibilities

Every day will bring new and exciting challenges on the job while you:

• 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.

A day in the life
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.

About the team

• The DMS role supports AWS mobile technologies (Connect, Device Farm, Pinpoint, etc.) and Serverless technologies (Lambda, API Gateway, Step functions, etc.). Mobile Services and Serverless Architectures are some of the fastest growing areas of technology and we’re excited to help developers innovate and deliver amazing experiences.

REQUIREMENTS

BASIC QUALIFICATIONS

• Requires minimum of 4 yrs experience in relevant technical position
• Administrator skills on Microsoft or Linux (or flavor of Linux/UNIX system)
• Excellent knowledge of Networking concepts
• Strong command of Developer & Mobile language/Services: Python, Ruby, PHP, Java, .NET, JavaScript, iOS/Objective-C/Swift, Rest API
• Experience with Inter-application messaging & queueing, development, version control systems, virtualization.
• Experience with web-based applications
• Strong understanding of client/server and distributed systems architectures (WebServers)
• Excellent verbal and written communication skills
• Strong customer focus.
• Strong analysis and troubleshooting skills
• Motivated and excited to be learning about new technologies every day

PREFERRED QUALIFICATIONS

• Prior working experience with AWS services
• Experience with Cloud architecture patterns and distributed computing concepts
• Exposure to Mobile application development (iOS / Android)
• Exposure to mobile and web application security best practices
• Detailed knowledge of networking concepts and tools: DNS, HTTP, SSL, SMTP, TCP, iperf, MTR, traceroute, dig
• Exposure to security concepts / methodologies
• Experience handling full application stacks from the OS up through custom applications
• Experience working with identity providers (i.e. Login with Amazon, Facebook Connect, OpenID, etc.) / OAuth
• Experience with push notifications, APNS and GCM