Cloud Support Engineer I (Media & Content Delivery)

DESCRIPTION

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector.

Amazon Web Services is the global market leader and technology forerunner in the Cloud business. As a member of the AWS Support team in Amazon Web Services, 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 in India 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 team passionate about cloud computing, and believe that world class support is critical to customer success.

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

* Solve technical support cases for AWS customers through a variety of contact channels (telephone, email, and web/live chat), applying advanced troubleshooting techniques to provide tailored solutions and working with Cx to dive deep into the root cause of an issue.
* Identify product support inefficiencies and drive initiatives for improvement.
* Create knowledge base articles, tutorials, how-to videos, technical articles and train new peers.
* 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.
* Learn emerging technologies, develop new technical skills and other professional competencies.
* Participate in the hiring processes, and mentor new team members.

This role requires the flexibility to work 5 days a week (occasionally on weekends) on a rotational basis. Schedules may align to Sunday - Thursday, Tuesday – Saturday or Monday - Friday.

A day in the life
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. https://www.youtube.com/watch?v=GC3bWcFFZTo&t=24s

About the team
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

BASIC QUALIFICATIONS

- Bachelor’s degree OR equivalent experience in a technical position; Requires minimum of 2+ yrs experience in relevant technical position.
- Strong understanding of networking protocols: DNS, HTTP, SSL, SFTP, TCP and UDP; Experience with web-based services and applications, Apache, Tomcat etc. Knowledge of client/server and distributed systems architectures; Strong Unix/Linux or Windows system administration skills.
- Knowledge of filesystem, block and object storage; Knowledge of Storage architectures and backup/DR strategies; Experience operating and troubleshooting email services and SMTP.

PREFERRED QUALIFICATIONS

- Understanding of Content Delivery Networks (CDN). Expertise with network troubleshooting and tools e.g. iperf, MTR, traceroute, dig. Experience working with REST API based services. Exposure to OS and networking security concepts and standard methodologies
- Understanding of streaming video (H264, MP4, WEBM, HLS, Smooth Streaming). Knowledge of compressed and uncompressed digital video and audio standards, especially around HEVC, H.264 and MPEG-2 technologies. Knowledge of video packaging and delivery mechanisms such as HLS, DASH, CMAF, RTMP, UDP, and file based workflows
- Prior working experience with AWS Services e.g. Cloudfront, Simple Email Service and AWS Elemental Media Services. Experience with Cloud architecture patterns and distributed computing concepts
- Strong written, verbal, and documentation skills to effectively communicate with customers and peers

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.