Cloud Supp Eng II – (MAND)

By | September 12, 2022

Job Responsibilities : Cloud Supp Eng II – (MAND)

Salary : $95,600 – $131,400 a year

Company : Amazon Web Services, Inc.

Location : Remote US

  • Excellent oral and written communication skills in both English and Mandarin Chinese
  • Open to dedicating to Mandarin Chinese support
  • Must have demonstrated proficiency in these areas:
  • Systems administration (Linux and/or Windows Servers)

-Networking (DNS TCP/IP) – Bachelor’s degree in Information Science / Information Technology Computer Science Engineering Mathematics Physics or a related field.

  • Strong customer focus
  • Strong multi-tasking skills
  • Self-starter who is excited about technology
  • Open to working non-standard hours (no night shifts) including a Sun-Mon or Fri-Sat weekend.

Job summary

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:

  • Learn and use groundbreaking technologies.
  • Apply advanced troubleshooting techniques to provide unique solutions to our customers’ individual needs.
  • Interact with leading engineers around the world.
  • Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
  • Leverage your extensive customer support experience to provide feedback 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.
  • Write tutorials how-to videos and other technical articles for the developer community.
  • Work on critical highly complex customer problems that may span multiple AWS services.

WHY AWS SUPPORT? – First and foremost this is a customer support role – in The Cloud.

  • On a typical day a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer 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.
  • Apart from working on a broad spectrum of technical issues an AWS Support Engineer may also coach/mentor new hires develop & present training partner with development teams on complex issues or contact deflection initiatives participate in new hiring write tools/script to help the team or work with leadership on process improvement and strategic initiatives.
  • Career development: We promote advancement opportunities across the organization to help you meet your career goals.
  • Training: 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.
  • As we operate on a follow-the-sun model with Premium Support sites located globally working hours and days are based on customer demand and may include weekends (on a rotational basis).

Amazon is now offering flexibility to choose among 3 different working models in-office hybrid and virtual.

  • In Office: Employees will be office based and be assigned a desk in an Amazon building. Employees will be required to reside within a commutable distance of the office they are assigned to.

  • Hybrid: Employees will be required to reside within a commutable distance of the office they are assigned to but have the flexibility to regularly work from home as well as from the office. Employees on a Hybrid work pattern will be expected to attend their assigned office a minimum of one day per week. These employees will follow agile seating when in office.

  • Virtual Workers: Employees must be based in the US (or Canada) and work will be aligned to an AWS office based on Eastern or Pacific time zone and are not required to attend an office on a regular basis. If needed virtual employees may go into an office for critical trainings meetings and team-building events. These employees will follow agile seating when in office.

  • 3 years experience working with customers
  • Experience analyzing troubleshooting and providing solutions for technical issues
  • Expertise with IPsec VPN Load Balancing Iperf MTR Routing Protocols SSH Network Monitoring / Troubleshooting tools
  • Some programming / scripting experience (Java Perl Ruby C# and/or PHP)
  • Experience managing full application stacks from the OS up through custom applications
  • Prior working experience with cloud services

The base pay range for this position is $95600-131400 (hr/yr). Pay is based on market location and may vary depending on job-related knowledge skills and experience. A sign-on payment and restricted stock units may be provided as part of the compensation package in addition to a full range of medical financial and/or other benefits dependent on the position offered. Applicants should apply via Amazon’s internal or external careers site.

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 protected veteran status disability age or other legally protected status. For individuals with disabilities who would like to request an accommodation please visit https://www.amazon.jobs/en/disability/us.

Pursuant to the Los Angeles Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

Workers in New York City who perform in-person work or interact with the public in the course of business must show proof they have been fully vaccinated against COVID or request and receive approval for a reasonable accommodation including medical or religious accommodation.

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