Cloud Support Engineer II - Linux
About the position
As a Cloud Support Engineer at AWS, you will leverage various cloud technologies to assist customers in optimizing their use of AWS services. This role involves providing technical support for AWS Compute Technologies, developing subject matter expertise, and collaborating with internal teams to enhance customer experience. You will engage with customers through multiple channels, troubleshoot complex issues, and contribute to process improvements while continuously learning and mentoring new team members.
Responsibilities
Solve customer cases through telephone, email, and web/live chat using advanced troubleshooting techniques.
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Drive initiatives to improve support-related processes and enhance customer experience, including creating tutorials and technical articles.
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Provide feedback to internal AWS teams on service improvements based on customer support experience.
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Work on critical, complex customer problems that may involve multiple AWS services.
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Continuously learn new technologies and develop professional competencies.
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Act as an interviewer in hiring processes and mentor new team members.
Requirements
Minimum of 3+ years of related professional experience and a bachelor's degree in Engineering, Computer Science, Mathematics, or a related field, or equivalent military experience.
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Experience with system administration and troubleshooting operating systems (Linux and/or Windows) and networking (HTTP/s, TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN).
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Experience with OS administration, including troubleshooting disk space issues and booting issues.
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Experience with security in Linux, including filesystem permissions.
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Ability to communicate effectively in English (written and spoken) in technical and business settings.
Nice-to-haves
Understanding of applications such as Apache, NginX, MySQL, and software installation using different package managers.
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Understanding of 3-tier web applications and the stateful/stateless components.
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Understanding of cloud computing concepts and/or experience with cloud platforms (AWS, Azure, Google Cloud).
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Experience scripting or developing in languages such as UNIX Shell, Python, R, Ruby, GO, Java, .NET (C#), JavaScript.
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Knowledge of security concepts and best practices for securing application architectures from external threats.
Benefits
Flexible work hours and arrangements to support work-life balance.
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Ongoing mentorship and career advancement resources.
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Employee-led affinity groups promoting a culture of inclusion.
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