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Role Description

This role involves providing advanced remote technical support to customers by responding to difficult technical inquiries related to large and production critical issues.

• Propose solutions to and/or resolve root causes of cloud network and/or system issues.
• Lead and oversee documenting all varieties of corner case scenarios and troubleshooting workflows in AWS internal knowledge databases.
• Create tutorials, how-to videos, and other technical materials for the AWS customer community.
• Navigate and configure complex Linux/Windows systems and troubleshoot difficult issues.
• Apply advanced knowledge of information science and technology to perform difficult network troubleshooting of Amazon services using tools and technologies, including TCP/IP, DNS, DHCP, routing, switching, LAN/WAN, traceroute commands, iPerf, dig commands, and/or cURL.
• Execute migrations of existing on-premise environments to AWS Cloud.
• Grow clients' existing cloud architecture by onboarding them onto new AWS services and provide maintenance support.
• Analyze product and report on support performance metrics to measure support success, service performance, and drive customer-facing platform improvements.
• Act as a liaison between service development team and support engineering team, communicating customer feedback through tech sync meetings for product and service improvement.
• Participate in bug bash events to identify straightforward bugs and improve documentation to support overall customer experience.
• Execute customer code assessments and support customers in code development to deploy customer applications on the AWS cloud.

Qualifications

• Bachelor’s degree or foreign equivalent degree in Networking, Information Technology, Computer Science or a related field.
• Three years of experience in the job offered or a related occupation.

Requirements

• Three years of experience in the following skill(s):
• Configuring, managing, and troubleshooting large-scale systems, including cloud virtualization, distributed networks, and co-location.
• Providing Linux or Windows Operating System support.
• Deploying and troubleshooting LAN, VPN, Firewalls, DNS, TCP/IP, IPsec and IDS/IPS systems.

Benefits

• 40 hours/week, 8:00am-5:00pm.
• Salary Range: $95,600/year to $160,000/year.
• Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.