Cloud Support Associate, Support Engineering Professional

3 weeks ago

Sydney, New South Wales, Australia Amazon (AWS) Full time

About the Role

This is a Cloud Support Associate, Support Engineering role with Amazon (AWS), one of the leading companies in the world. As a member of the AWS Support Engineering team, you will be at the forefront of this transformational technology, working with leading companies and directly with the engineering teams within Amazon who are developing new capabilities.

Key Responsibilities

  • Learn, support, and use groundbreaking technologies
  • Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs
  • Work on critical, highly complex customer problems that may span multiple AWS services
  • Leverage your day-to-day customer support experience to provide the voice of the customer 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

Support Areas

  • Big Data
  • Cloud computing
  • Database
  • Networking (DNS, TCP/IP, HTTP, VLAN, etc.)
  • OS (Linux and/or Windows Servers)
  • Virtualization (VMware, Xen, Hypervisor)
  • Security concepts / best practices
  • Storage and Content Delivery

A Day in the Life

Every day will bring new and exciting challenges. You will be primarily responsible for solving customer's cases through a variety of 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.

Qualifications

  • Bachelor or Master in Information Management, Information Systems, Information Technology, Computer Science, Computer Engineering, Engineering or a related field and will graduate in 2024 or 0-1 years of relevant experience
  • Excellent oral and written communication skills
  • Strong customer focus
  • Strong multi-tasking skills
  • A self-starter who is excited about technology, troubleshooting/support experience

Preferred Qualifications

  • Basic knowledge in one or many of these IT technologies – Computing / Networking / Databases / Security / Big Data & Analytics / DevOps / Programming
  • Passionate about customers and new technology
  • Experience working within the software development or Internet industries
  • Experience managing full application stacks from the OS up through custom applications
  • Demonstrated proficiency in systems administration (Linux/Window), network administration (DNS, IPsec, BGP, VPN, Load Balancing), or programming (Java, Perl, Ruby, C#, and/or PHP)
  • Open to working one weekend day as part of a five-day-week offset (Sun-Thurs or Tues-Sat)

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