As a Cloud Support Engineer, you will learn, at an accelerated pace, how to use and leverage many different cloud technologies to help our customers succeed. You will act as the Cloud Ambassador across AWS products, providing our customers with required tools and tactics to scale their impact in world-wide markets.

This role supports services that focus on Infrastructure Automation/Governance, Configuration Management and Containerization. Infrastructure Automation encompasses services including AWS CloudFormation, Cloud Development Kit (CDK), Configuration Management, and AWS OpsWorks, which manages instances of Chef and Puppet. Automate, improve development, and release processes using CodeSuites, Elastic Beanstalk, AWS Service Catalog, and Control Tower for Governance. Responsible for building, deploying, and troubleshooting containerization technologies, which includes container networking on Docker, Elastic Container Service, Elastic Kubernetes Service.

Key job responsibilities
Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.
• 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 customers to dive deep into the root cause analysis.
• Drive initiatives to improve support-related processes and customers’ experience. This include tutorials, how-to videos, technical articles, and trainings.
• Leverage customer support experience to provide feedback to internal AWS teams on improving our services, and work on critical, highly complex customer problems that may span multiple AWS services.
• Continuously learning groundbreaking technologies, developing new technical skill, and other professional competencies.
• Participate with interviewing in the 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.



About the team
AWS Support Engineering is a customer-facing global organization that provides technical support to our customers and to our internal teams. As a team member, you will be the forefront of this transformational technology, operating on a follow-the-sun model. You will assist 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.

BASIC QUALIFICATIONS
- Minimum of 1+ years of related professional experience, bachelor’s degree in Engineering/Computer Science/ Mathematics, or any related field, or equivalent military experience.
- Knowledge or experience with system administration, and troubleshooting operating system (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, CURL or related).
- Knowledge or experience with administration and troubleshooting two or more of the following: DevOps/Deployment, Container Orchestration Management, and/or Configuration Management.
- Knowledge or experience with application deployment pipelines (Git, SCM, Chef, Puppet, Jenkins, Ansible, or related tools), Docker and Kubernetes.
- Ability to communicate effectively in English (written and spoken) within technical and business settings.

PREFERRED QUALIFICATIONS
- Knowledge of the complete deployment lifecycle (design, build, test, deploy) including deployment methods such as Blue/Green, Rolling Deployments.
- Experience with hypervisor/virtualization, Infrastructure as code systems (CloudFormation, Terraform).
- 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.