BASIC QUALIFICATIONS

• Bachelor’s degree AND 2 years relevant industry experience OR (if no degree) 3 years minimum relevant industry experience
• Experience with Database performance tuning, troubleshooting and setting up monitoring / alarming for production Database environments for Oracle/ MySQL/ PostgreSQL/ SQL Server
• A good understanding of distributed computing environments, and experience with Linux/Windows system administration fundamentals, troubleshooting monitoring and analysis
• Good understanding of DNS, TCP/IP protocols and troubleshooting related issues
• Excellent verbal and written communication skills, with customer service experience / a strong customer focus

A day in the life

• 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 to ensure better CX and compliance with global AWS standards, practices and policies.
• 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.
• AWS Support is 24/7/365 operations and shift work will be required.

PREFERRED QUALIFICATIONS

• Experience managing full application stacks from the OS up through custom applications OR relevant AWS services (EC2, S3, EBS, ELB, RDS, Dynamo DB, EMR) OR query analysers, query tuning, slow query optimization OR NoSQL technologies like Redis, MongoDB, Cassandra, Riak
• Exposure to Virtualization (VMware, Xen, Hypervisor) and/or security concepts and best practices
• Understanding of IPsec, VPN, Load Balancing, Iperf, MTR, Routing Protocols, SSH, Networks