Cloud Support Engineer

5 days ago

Sydney, New South Wales, Australia Amazon Full time

Amazon Web Services is the 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 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 group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

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

  1. Learn and use groundbreaking technologies.
  2. Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
  3. Interact with leading engineers around the world.
  4. Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
  5. Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
  6. Drive customer communication during critical events.
  7. Drive projects that improve support-related processes and our customers' technical support experience.
  8. Write tutorials, how-to videos, and other technical articles for the developer community.
  9. Work on critical, highly complex customer problems that may span multiple AWS services.
ROLE DESCRIPTION

This role supports and focuses on our Media and Content delivery services such as Cloudfront, Simple email service, Lambda@Edge, Transfer accelerator, AWS Elemental services (Video streaming and Transcoding), Kinesis Video streams and Elastic Transcoder. Our support engineers are also the "voice of the customer" and have a strong voice into the development teams for recurring issues or feature requests.

What if I'm not an expert in all the preferred qualifications listed on the job description? That's okay. That's our preferred list, not a required list. We hire people who can dive deep so we're more interested in the areas that you do know instead of those you haven't been exposed to yet.

About the team

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Hybrid Work

We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our Australia Sydney or Melbourne Amazon offices.

Minimum Qualifications:
  1. Strong understanding of networking protocols: DNS, HTTP, SSL, TCP and UDP and good Unix/Linux or Windows system administration skills.
  2. Experience operating and troubleshooting email services using SMTP protocol.
  3. 3+ years of professional experience.
  4. Expertise with network troubleshooting and tools e.g. iperf, MTR, traceroute, dig.
  5. Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming).
  6. Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies and video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and file-based workflows.
  7. Exposure to OS and networking security concepts and standard methodologies.
  8. Experience with Cloud architecture patterns and distributed computing concepts.
Acknowledgement of country:

In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

IDE statement:

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

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