Cloud Support Engineer - Networking (NDev), Support Engineering at Amazon

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 ground-breaking technologies, and developing new technical skills and other professional competencies.
• You will act as interviewer in hiring processes, and coach/mentor new team members.

BASIC QUALIFICATIONS

• 1+ years of software development, or 1+ years of technical support experience
• Experience troubleshooting and debugging technical systems
• Experience in systems administration (Linux Windows OS, IP tables, Windows Firewall, NAT) and network administration (IPsec/SSL VPN, BGP, Routing and Switching, TCP/IP) as well as troubleshooting tools like traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark.

PREFERRED QUALIFICATIONS

• Knowledge or experience with configuring and supporting devices such as Cisco, Juniper, Fortinet, SonicWALL, Checkpoint, Palo Alto, etc.
• Understanding of cloud computing concepts and/or experience with any cloud platforms (AWS, Azure, Google Cloud).
• Knowledge of security concepts/best practices in securing application architectures from external threats.