Cloud Support Specialist

4 days ago

North Sydney Council, Australia Amazon Web Services Australia Pty Ltd Full time
About Amazon Web Services Australia Pty Ltd

Amazon Web Services (AWS) is the market leader and technology forerunner in the cloud business, serving a global list of companies and developers who utilize a growing set of services and features to run their mission-critical applications.

Career Overview:

We are seeking an experienced Cloud Support Engineer to join our team, where you will be at the forefront of this transformational technology. As a Cloud Support Specialist, you will act as the 'Cloud Ambassador' across all cloud products, arming our customers with required tools and tactics to get the most out of their Product and Support investment.

Main Responsibilities:

  1. Leverage your technical expertise to provide unique solutions to our customers' individual needs by applying advanced troubleshooting techniques.
  2. Interact with leading engineers around the world to resolve complex customer issues.
  3. Partner with AWS teams to help reproduce and resolve customer issues.
  4. Drive customer communication during critical events.
  5. Drive projects that improve support-related processes and our customers' technical support experience.
  6. Write tutorials, how-to videos, and other technical articles for the developer community.
  7. Work on critical, highly complex customer problems that may span multiple AWS services.

A Day in the Life:

This is a customer support role in the cloud, where you will primarily be responsible for solving customers' cases through various contact channels, including 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.

In addition to working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop and present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/scripts to help the team, or work with leadership on process improvement and strategic initiatives.

Benefits:

  • We promote advancement opportunities across the organization to help you meet your career goals.
  • We have training programs to help you develop the skills required to be successful in your role.
  • We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven't been exposed to yet.
  • Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.

Salary Estimate:

The estimated salary range for this role is $120,000 - $180,000 per year, depending on location and experience.

Key Requirements:

  • Exposure to streaming technologies (Kafka, Kinesis, Rabbit MQ). Log analysis and General Troubleshooting (tuning and optimisation, Search and Indexing Operations, mapping, monitoring) understanding on Elastic Stack (Elastic, Logstash, Beats, Kibana, Fluentd etc) and knowledge on Opensearch APIs.
  • Experience in Business Analytics application, support, and troubleshooting concepts.
  • Experience with System Administration and troubleshooting with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory).
  • Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related).
  • Experience with Apache Flink, Apache Spark.
  • Bachelor's degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position.

About You:

  • You have a strong passion for cloud computing and excellent customer service skills.
  • You are a quick learner and enjoy working in a fast-paced environment.
  • You have excellent communication and problem-solving skills.

How to Apply:

Please submit your resume and cover letter outlining your relevant experience and qualifications for this role.

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