Cloud Support Engineer

4 weeks ago

Melbourne, Australia Amazon Full time

DESCRIPTION

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.

The Security role supports our services that focus on enabling security specialists using AWS Services including Identity Access Management (IAM), GuardDuty, Shield, Key Management Service (KMS), CloudTrail, CloudHSM, etc. Within AWS, security is job zero, and we believe that solid security practices are the foundation for using the Cloud. We are looking for candidates who are passionate about working with products targeted for security professionals as well as being the local expert within the team. Candidates will be advocating cloud security best practices and provide technical solutions while working with our customers.

Key job responsibilities
Your day as a Cloud Support Engineer will include, but not be limited to, the following activities.

- You will be 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 them to dive deep into the root cause of an issue.

- You will drive initiatives that improve support-related processes and our customers’ experience. These can include tutorials, how-to videos, technical articles, trainings, among others.

- You will leverage your customer support experience to provide feedback to internal AWS teams on how to improve our services, and work on critical, highly complex customer problems that may span multiple AWS services.

- You will be continuously learning groundbreaking technologies, and developing new technical skills and other professional competencies.

- You will act as interviewer in hiring processes, and coach/mentor new team members.

- As we operate on follow-the-sun model, you may be required to work a staggered week; either Sun-Thu or Tue-Sat (no on-call outside the shift hours)

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

Melbourne, VIC, AUS | Sydney, NSW, AUS

BASIC QUALIFICATIONS

- 1+ years of software development, or 1+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience in Identity and Access Management concepts and technologies to secure production and corporate access, such as: AAA frameworks, SSO, and security best practices related to identity.
- Experience configuring and troubleshooting federated identity solutions, including knowledge of concepts such as SAML, OIDC, RBAC, ABAC.
- Familiarity with security monitoring and reporting technologies, including secure-cloud configuration tools (i.e. CloudTrail, AWS Config, etc.) and monitoring/reporting tools (GuardDuty, Security Hub, etc.).
- Understanding of cryptography concepts (encryption types, modes of encryption, algorithms), underlying architecture that enables secure communication between users and servers (Digital certificates, Public Key Infrastructure).

PREFERRED QUALIFICATIONS

- Experience in networking administration and troubleshooting
- One or more cloud architecture-related certifications, such as AWS Certified Solutions Architect (Associate or Professional)
- Knowledge of security and compliance standards (such as Common Vulnerabilities and Exposures (CVE) or Center for Internet Security (CIS) Benchmarks), Hardware Security Modules (HSM), safeguarding sensitive data and implementing security best practices.
- Understanding and/or experience with cloud computing and cloud security concepts
- One or more security-related certifications, such as AWS Certified Security - Specialty, CISSP, CEH, CISA, CISM, Security+, OSCP, etc.

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.

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