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Networking Cloud Support Engineer , Support Engineering

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Amazon

16d ago

  • Job
    Full-time
    Mid Level
  • Software Engineering
    IT & Cybersecurity
  • Dublin
    Remote

AI generated summary

  • You need a relevant degree or experience, network and OS support skills, cloud and virtualization knowledge, database admin experience, coding ability, security awareness, and troubleshooting expertise.
  • You will troubleshoot complex customer issues, enhance support processes, mentor new hires, collaborate with AWS teams, and create technical content for the developer community.

Requirements

  • Bachelor's degree in computer science or equivalent, or experience in technical support
  • Experience in network and operating system support
  • Experience with virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen)
  • Experience with database administration
  • Experience in software development with object oriented language
  • Experience with continuous integration and continuous delivery
  • Experience in information security and compliance
  • Bachelor’s degree or equivalent, in Information Science/Information Technology, Data Science, Computer Science, Engineering, or a related field or equivalent work experience
  • Knowledge/experience in networking administration and troubleshooting networking issues using tools (traceroute, mtr, ping, iperf, dig/nslookup, cURL, tcpdump/wireshark and related)
  • Good OS knowledge oriented to maintenance and administrative purposes (Windows or Linux)
  • Knowledge of networking and routing protocols (DNS, TCP/IP, HTTP/S)
  • Knowledge/experience of network security (SSL/TLS, Network and Web Application Firewalls)
  • Knowledge/experience in networking principles (routing, switching, load balancing etc.)
  • Knowledge managing domains, records and DNS security (DNSSEC and DNS Filtering)
  • Knowledge/experience with virtualization environments
  • Good understanding of security best practices
  • Good understanding of distributed computing environments and methodologies

Responsibilities

  • 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.
  • Solve customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat.
  • 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.
  • 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.

FAQs

What educational qualifications are required for this position?

A Bachelor’s degree in computer science or equivalent, or relevant experience in technical support is required.

What technical skills are preferred for the Networking Cloud Support Engineer role?

Preferred skills include knowledge/experience in networking administration, troubleshooting networking issues, virtualization environments, and security best practices.

Is experience with cloud computing technologies necessary for this role?

Yes, experience with virtualization, orchestration, and cloud computing technologies is necessary.

What kind of customer support does this role involve?

This role primarily involves solving customer cases through various contact channels, including telephone, email, and web/live chat.

Are there opportunities for career development in this position?

Yes, there are advancement opportunities across the organization to help you meet your career goals.

Is there any required knowledge of networking protocols?

Yes, knowledge of networking and routing protocols such as DNS, TCP/IP, and HTTP/S is required.

What tools should a candidate be familiar with for troubleshooting networking issues?

Candidates should be familiar with tools like traceroute, mtr, ping, iperf, dig/nslookup, cURL, and tcpdump/wireshark.

Does this position involve after-hours on-call duties?

No, there is no after-hours on-call or mandated overtime in this role.

What kind of projects might a Networking Cloud Support Engineer work on?

They may work on projects that improve support-related processes and enhance the technical support experience for customers.

Is there a focus on diversity and inclusion within the team?

Yes, Amazon values diverse experiences and fosters a culture of inclusion, encouraging all candidates to apply regardless of whether they meet all preferred qualifications.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.