Job Description

DESCRIPTION

Amazon Web Services is the global 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.
Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team in India helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization?
If you fit the description, you might be the person we are looking for! We are a team that is passionate about cloud computing, and believe that world class support is critical to customer success

Key job responsibilities
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.
- 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 to ensure better CX and compliance with global AWS standards, practices and policies.
- 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.
- Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.

https://www.youtube.com/watch?v=GC3bWcFFZTo&t=24s

A day in the life
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 teams in India to help reproduce and resolve customer issues.
- Leverage your extensive customer support experience to provide feedback to internal Amazon teams in India 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.

About the team
Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon\'s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Balance
Our team puts a high value on work-life balance. It isn\'t about how many hours you spend at home or at work; it\'s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we\'re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

BASIC QUALIFICATIONS

- Bachelor\'s degree OR equivalent experience in a technical position
- 2+ years of relevant experience in a technical position (Support or System Administration).
- Demonstrated proficiency in Systems Administration in Linux/Unix (Ubuntu, CentOS, RedHat, Solaris, etc)
- Good understanding of Networking concepts like TCP/IP, DHCP, IP Routing and Name Resolution.
- Effective oral and written communication skills
- Strong customer focus
- Strong multitasking skills
- Self-starter who is excited about technology
- Experience working with customers
- Experience analyzing, troubleshooting, and providing solutions for technical issues.

PREFERRED QUALIFICATIONS

- Expertise with IPsec, VPN, Load Balancing, Iperf, MTR, Routing Protocols, SSH, Network Monitoring / Troubleshooting tool.
- Experience with AWS, Google, Rack Space or Soft Layer Management and/or Deployment. \xc2\xb7 Experience working with customers\xc2\xb7
- Experience analyzing, troubleshooting, and providing solutions for technical issues \xc2\xb7 Some programming / scripting experience (Java, Perl, Ruby, Python)\xc2\xb7
- Experience managing full application stacks from the OS up through custom applications

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