Key job responsibilities

• Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.
• You will be primarily responsible for solving customer’s cases through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with them to dive deep into the root cause of an issue.
• You will drive initiatives that improve support-related processes and our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others.
• You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.
• You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.
• You will act as interviewer in hiring processes, and coach/mentor new team members.
• This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday – Thursday, Tuesday – Saturday or Monday – Friday.

BASIC QUALIFICATIONS

• 2 to 4 years of relevant Technical support experience
• Understanding of networking protocols: DNS, HTTP, SSL, TCP and UDP.
• Unix/Linux or Windows system administration skills.
• Knowledge of client/server and distributed systems architectures.
• Knowledge Simple Email Service (SES), AWS CloudFront or Media Streaming and Content Services
• Experience operating and troubleshooting email services using SMTP protocol
• High School Diploma as a minimum

PREFERRED QUALIFICATIONS

• Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming), and video compression and delivery (codecs and containers, streaming protocols).
• Detailed knowledge of storage protocols: iSCSI, NFS, SMB.
• Understanding and/or experience with cloud computing and security concepts 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.